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

Forms and Documents

Forms and supporting documents for this ICR

Document	Type	Status	Availability
2105-0568 Non-Substantive Change Justification 8 16 23 (002).docx	Justification for No Material/Nonsubstantive Change	Uploaded 2023-08-18	Repair queued
Air Travel Service Complaint or Comment Form w civil rights check box 8 16 23.docx	Supplementary Document	Uploaded 2023-08-18	Repair queued
Online Complaint Form 30 Day FR Notice 2 11 22.pdf	Supplementary Document	Uploaded 2022-02-16	Repair queued
Supporting Statement Consumer Complaint Form to S83 for OMB submission 2 16 22.docx	Supporting Statement A	Uploaded 2022-02-16	Available
Aviation Consumer Online Complaint Form FR 60-day notice 11 29 2021.pdf	Supplementary Document	Uploaded 2022-01-24	Repair queued
USCODE-2009-title49-subtitleVII.pdf	Supplementary Document	Uploaded 2012-05-11	Repair queued
PRA - OST - OnlineCompliants - PIA - 083104.pdf	Supplementary Document	Uploaded 2012-05-11	Repair queued
PRA - OST - OnlineCompliants - SORN (FR709436) - 022505.pdf	Supplementary Document	Uploaded 2012-05-11	Repair queued

IC Document Collections

Information collection document groups

IC ID	Collection	Type	Status	Form
217910	On-Line Complaint Form for Service-Related Issues in Air Transportation	Other-Form Name and URL Information	Unchanged

ICR Details

OMB Control No: 2105-0568	ICR Reference No: 202308-2105-001
Status: Received in OIRA	Previous ICR Reference No: 202201-2105-001
Agency/Subagency: DOT/OST	Agency Tracking No:
Title: On-Line Complaint Form for Service-Related Issues in Air Transportation
Type of Information Collection: No material or nonsubstantive change to a currently approved collection	Common Form ICR:  No
Type of Review Request: Regular	Date Submitted to OIRA: 08/18/2023

table that charts list comparision

	Requested	Previously Approved
Expiration Date	05/31/2025	05/31/2025
Responses	14,713	14,713
Time Burden (Hours)	3,678	3,678
Cost Burden (Dollars)	0	0

---

Abstract: The Department of Transportation’s (Department) Office of Aviation Consumer Protection (OACP, formerly the Office of the Assistant General Counsel for Aviation Enforcement and Proceedings) 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. OACP's website has an online form by which a consumer can voluntarily electronically submit a service-related complaint against (or comment about) an airline and other travel-related companies that have an air component. The remaining complaints are received by letter, email, and in some cases by telephone. All complaints are reviewed to determine the extent to which carriers are in compliance with federal aviation consumer protection and civil rights requirements and to determine when enforcement action may be necessary.

---

Authorizing Statute(s): US Code: 49 USC Subtitle VII Name of Law: Transportation: Aviation Programs
  

Citations for New Statutory Requirements: US Code: 49 USC Subtitle VII Name of Law: Transportation: Aviation Programs

---

Associated Rulemaking Information
RIN:	Stage of Rulemaking:	Federal Register Citation:	Date:
	Not associated with rulemaking

---

Federal Register Notices & Comments
60-day Notice:	Federal Register Citation:	Citation Date:
	86 FR 226	11/29/2021
30-day Notice:	Federal Register Citation:	Citation Date:
	87 FR 8084	02/11/2022
Did the Agency receive public comments on this ICR? No

---

Number of Information Collection (IC) in this ICR: 1

table that charts list of burden

IC Title	Form No.	Form Name
On-Line Complaint Form for Service-Related Issues in Air Transportation

---

ICR Summary of Burden

table that charts list of burden

	Total Request	Previously Approved	Change Due to New Statute	Change Due to Agency Discretion	Change Due to Adjustment in Estimate	Change Due to Potential Violation of the PRA
Annual Number of Responses	14,713	14,713	0	0	0	0
Annual Time Burden (Hours)	3,678	3,678	0	0	0	0
Annual Cost Burden (Dollars)	0	0	0	0	0	0

Burden increases because of Program Change due to Agency Discretion: No

Burden Increase Due to:

Burden decreases because of Program Change due to Agency Discretion: No

Burden Reduction Due to:

Short Statement: In 2020/21, OACP received an unusually high number (100,613/48,015, respectively) of online submissions, primarily complaints, largely due to flight cancellations and refund issues that resulted from the Covid-19 pandemic. Using the average number of submissions from CY 2017-19 more accurately reflects the annual number of online submissions normally received by OACP and indicates an overall decrease in burden hours.

---

Annual Cost to Federal Government: $0

Does this IC contain surveys, censuses, or employ statistical methods? No

Does this ICR request any personally identifiable information (see OMB Circular No. A-130 for an explanation of this term)? Please consult with your agency's privacy program when making this determination.     No

Does this ICR include a form that requires a Privacy Act Statement (see 5 U.S.C. §552a(e)(3))? Please consult with your agency's privacy program when making this determination.     No

Is this ICR related to the Affordable Care Act [Pub. L. 111-148 & 111-152]? No

Is this ICR related to the Dodd-Frank Wall Street Reform and Consumer Protection Act, [Pub. L. 111-203]? No

Is this ICR related to the American Recovery and Reinvestment Act of 2009 (ARRA)? No

Is this ICR related to the Pandemic Response? No

---

Common Form ICR:  No

---

On behalf of this Federal agency, I certify that the collection of information encompassed by this request complies with 5 CFR 1320.9 and the related provisions of 5 CFR 1320.8(b)(3).

The following is a summary of the topics, regarding the proposed collection of information, that the certification covers:

(a) It is necessary for the proper performance of agency functions;

(b) It avoids unnecessary duplication;

(c) It reduces burden on small entities;

(d) It uses plain, coherent, and unambiguous language that is understandable to respondents;

(e) Its implementation will be consistent and compatible with current reporting and recordkeeping practices;

(f) It indicates the retention periods for recordkeeping requirements;

(g) It informs respondents of the information called for under 5 CFR 1320.8 (b)(3) about:

(i) Why the information is being collected;

(ii) Use of information;

(iii) Burden estimate;

(iv) Nature of response (voluntary, required for a benefit, or mandatory);

(v) Nature and extent of confidentiality; and

(vi) Need to display currently valid OMB control number;

(h) It was developed by an office that has planned and allocated resources for the efficient and effective management and use of the information to be collected.

(i) It uses effective and efficient statistical survey methodology (if applicable); and

(j) It makes appropriate use of information technology.

If you are unable to certify compliance with any of these provisions, identify the item by leaving the box unchecked and explain the reason in the Supporting Statement.

Certification Date: 08/18/2023

---