Transport Airlines

U.S. Department of Transportation Doesn’t Track Complaints Posted on Social Media

Excerpt from Runway Girl Network

Jan 23, 2014 1:30 pm

Skift Take

The DOT keeps track of all aviation complaints submitted through its official channels, but that number would skyrocket if it ever attempted to look through social media.

— Samantha Shankman

Report: Social Media Customer Service in the Travel Industry

Ken Lund  / Flickr

Travelers wait for a flight at Jacksonville International Airport. Ken Lund / Flickr


Airline passengers may do most of their complaining on social media but the US Department of Transportation (DOT) has absolutely no intention of formally registering these complaints.

“We do not envision accepting airline consumer complaints via social media in the near future because we are concerned about privacy issues with the use of such sites for handling consumer complaints,” says a DOT spokesperson.

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