Protecting aviation consumers and streamlining regulated entity interactions through human-centered design

Challenge: During COVID-19, the number of aviation consumer complaints increased dramatically, with 400% more complaints in 2022 than the average number of complaints received in each of the five years prior to the pandemic. This highlights the urgent need for a system that better serves consumers, automates processing tasks, streamlines operations, and provides staff with better tools. DOT’s Office of Aviation Consumer Protection (OACP) needs an updated consumer complaint and case tracking application that collects, analyzes, and stores data received from airlines, ticket agents, and airports.

Approach: This investment will allow for better support for air travelers and better enforce aviation consumer protection requirements, like tarmac delays, non-discrimination, denied boarding due to oversale, baggage issues, refunds, and reimbursements due to flight delays and cancellations.

With TMF support, OACP is working to:

• Streamline and personalize consumer complaint submission and increase automation
• Create intuitive tools for the aviation industry that reduce manual steps, increase analyst efficiency, and expedite data publication
• Ensure security and privacy protection of aviation consumer data