DOT投诉与程序教案.doc

DOT投诉与程序 陈述: 下面我们将进入DOT的投诉与程序课程，此章节的部分内容我们已于382条款的子条例K中有所接触，可能大家对DOT处理旅客投诉的流程还不是很清楚下面我们再来具体了解一下DOT对接到旅客投诉的一个处理过程。在进入我们的正题之前，我们先来看一组2007年由DOT整理的投诉数据和汇总分类。 参考: DOT:美国交通部(The United States Department Of Transportation) 案例: 强调: 陈述： 在子条例K章节，我们提到承运人需要在每年一月份向DOT提交残疾相关的投诉数据报告，总结上年度的情况。(382.157(d)),表格中的数据均是由此而来的。 从表中我们可以看到：在2007年度，58家美国承运人和116家外国承运人（总共174家承运人）向DOT提价了15,290分投诉。这个数目还是非常庞大的 但是并不是所有提交的投诉都一定违反了ACAA。承运人有时会否认这些投诉，根据ACAA的相关规定，承运人必须将所有乘客投诉的复印件以及对每个投诉所采取的措施的记录保存三年。382.157(e) 参考: 382.157（d）You must submit an annual report summarizing the disability-related complaints that you received during the prior calendar year using the form specified at the following internet address:http://382. You must submit this report by the last Monday in January of each year for complaints received during the prior calendar year. You must make submissions through the World Wide Web except for situations where you can demonstrate that you would suffer undue hardship if not permitted to submit the data via paper copies, disks, or email, and DOT has approved an exception. All fields in the form must be completed; carriers are to enter “0” where there were no complaints in a given category. Each annual report must contain th following certification signed by your authorized representative:“I, the undersigned, do certify that this report has been prepared under my direction in accordance with the regulations in 14 CFR Part 382. I affirm that, to the best of my knowledge and belief, this is a true, correct, and complete report.” Electronic signatures will be accepted. (d)必须使用以下网址http://382提供的表格，每年总结一份前一个日历年有关残疾旅客投诉的情况，必须在每年1月的最后一个星期一提交前一个日历年的投诉。必须通过互联网提交信息，除非可以证明如果不通过纸质文件，光盘或电子邮件会造成严重负担或是证明交通部批准的除外。表格必须全部填写，如某一类别没有投诉的，承运人可以填入“0”。每一份年度报告都必须包含以下有承运人法定代表签署的证明，“我证明本报告是在我的指导下根据14 CFR Part 382准备的。我证实，据我所知，本报告真实、正确并完整。”。 382.157(e) You must retain correspondence and record of action taken on all disability-related complaints for three years after receipt of the complaint or creation of the record of ac