
[Federal Register Volume 76, Number 163 (Tuesday, August 23, 2011)]
[Notices]
[Pages 52731-52732]
From the Federal Register Online via the Government Printing Office [www.gpo.gov]
[FR Doc No: 2011-21370]


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DEPARTMENT OF TRANSPORTATION

Office of the Secretary

[Docket OST-2011-0022]


On-Line Complaint Form for Service-Related Issues in Air 
Transportation

AGENCY: Office of the Secretary, Department of Transportation.

ACTION: Notice and request for comments.

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SUMMARY: In accordance with the Paperwork Reduction Act of 1995 (44 
U.S.C. Chapter 35, as amended) this notice announces the Department of 
Transportation's intention to request an OMB control number for the 
collection of information from the public using an on-line complaint 
form. The on-line complaint form allows the public to electronically 
submit aviation service-related complaints against air carriers.

DATES: Comments on this notice must be received by October 24, 2011.

ADDRESSES: To ensure that you do not duplicate your docket submissions, 
please submit them by only one of the following means:
     Federal eRulemaking Portal: Go to http://www.regulations.gov and follow the online instructions for submitting 
comments.
     Mail: Docket Management Facility, U.S. Department of 
Transportation, 1200 New Jersey Ave., SE., West Building Ground Floor 
Room W-12/140, Washington, DC 20590-0001;
     Hand delivery: West Building Ground Floor, Room W-12/140, 
1200 New Jersey Ave., SE., between 9 a.m. and 5 p.m., Monday through 
Friday, except Federal holidays. The telephone number is 202-366-9329.

FOR FURTHER INFORMATION CONTACT: Blane Workie or Daeleen Chesley, 
Office of the Secretary, Office of the Assistant General Counsel for 
Aviation Enforcement and Proceedings (C-70), Department of 
Transportation, 1200 New Jersey Ave., SE., Washington, DC 20590, 202-
366-9342 (voice) or 202-366-7152 (fax) or at Blane.Workie@dot.gov or 
Daeleen.Chesley@dot.gov.

SUPPLEMENTARY INFORMATION:
    Title: Submission of Aviation Consumer Protection Division Webpage 
On-Line Aviation Complaint Form.
    OMB Control Number: To Be Determined.
    Type of Request: Request for approval of a new information 
collection.
    Abstract: The Department of Transportation's (Department) Office of 
the Assistant General Counsel for Aviation Enforcement and Proceedings 
(Enforcement Office) has broad authority under 49 U.S.C., Subtitle VII, 
to investigate and enforce consumer protection and civil rights laws 
and regulations related to air transportation. The Enforcement Office, 
including its Aviation Consumer Protection Division (ACPD), monitors 
compliance with and investigates violations of the Department of 
Transportation's aviation economic, consumer protection, and civil 
rights requirements.
    Among other things, the office is responsible for receiving and 
investigating service-related consumer complaints filed against air 
carriers. Once received, the complaints are reviewed by the office to 
determine the extent to which carriers are in compliance with federal 
aviation consumer protection and civil rights laws and what, if any, 
action should be taken.

[[Page 52732]]

    The key reason for this request is to enable consumers to file 
their complaints to the Department using an on-line form. If the 
information collection form is not available, the Department may 
receive fewer complaints from consumers. The lack of information could 
inhibit the Departments' ability to improve airline consumer 
satisfaction, effectively investigate individual complaints against an 
air carrier, and/or determine patterns and practices that may develop 
with an air carrier's services in violation of our rules. The 
information collection also furthers the objectives of 49 U.S.C. 41712, 
40101, 40127, 41702, and 41705 to protect consumers from unfair or 
deceptive practices, to protect the civil rights of air travelers, and 
to ensure safe and adequate service in air transportation.
    Filing a complaint using a web-based form is voluntary and 
minimizes the burden on the public. Consumers can also choose to file a 
complaint with the Department by sending a letter using regular mail or 
by phone message. The type of information requested on the on-line form 
includes complainant's name, address, daytime phone number (including 
area code) and e-mail address, name of the airline or company about 
which she/he is complaining, flight date, flight number, and origin and 
destination cities of complainant's trip. A consumer may also use the 
form to give a description of a specific problem or to ask for air-
travel related information from the ACPD. The Department has limited 
its informational request to only that information necessary to meet 
its program and administrative monitoring and enforcement requirements.
    Respondents: Consumers that Choose to File an On-Line Complaint 
with the Aviation Consumer Protection Division.
    Estimated Number of Respondents: 12,899 (based on CY 2010 data).
    Estimated Total Burden on Respondents: 3224.75 (hours), 193,485 
(minutes). The information collection is available for inspection in 
regulations.gov, as noted in the ADDRESSES section of this document.
    Comments are Invited on: (a) Whether the collection of information 
is necessary for the proper performance of the functions of the 
Department, including whether the information will have practical 
utility; (b) the accuracy of the Department's estimate of the burden of 
the proposed information collection; (c) ways to enhance the quality, 
utility and clarity of the information to be collected; and (d) ways to 
minimize the burden of the collection of information on respondents.
    All responses to this notice will be summarized and included in the 
request for OMB approval. All comments will also become a matter of 
public record on the docket.

    Issued in Washington, DC on August 17, 2011.
Patricia Lawton,
DOT PRA Clearance Officer.
[FR Doc. 2011-21370 Filed 8-22-11; 8:45 am]
BILLING CODE 4910-9X-P


