Administrative Provisions

• Training is required for carrier and contractor personnel who deal with the traveling public.

• Carriers must make available specially-trained "complaints resolution officials" to respond to complaints from passengers and must also respond to written complaints. A DOT enforcement mechanism is also available.

• The rule applies to all U.S. air carriers providing commercial air transportation. ‘Indirect’ air carriers (e.g. charter operators) are not covered by certain provisions that concern the direct provision of air transportation services.

• Carriers must obtain an assurance of compliance from contractors who provide services to passengers.