DOT投诉与程序教案

1、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

2、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 calenda

3、r 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

4、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

5、 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,

6、 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1

7、4 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 action taken.You must make these records available to Department of Transport

8、ation officials at their request.(e)在收到投诉或建立采取行动记录以后，必须将投诉信件或采取行动的记录保留至少三年。如果交通部要求，应该向交通部提供这些记录。案例:强调：陈述：这张图标显示了上一张的数据中不同类别的具体投诉分布。从图中我们可以看出，投诉主要集中在后半部分的四大类：未能提供帮助座舱382.81-83辅助设备损坏辅助设备存放和延误382.121-125而这四类投诉中未能提供帮助一项又占到这四类总投诉的64%，可见我们在为旅客服务时需对此类旅客更加保持一定的敏感性。参考：382.81承运人应该对哪些旅客做出座位安排?As a carrier, you

9、 must provide the following seating accommodations to the following passengers on request, if the passenger self-identifies to you as having a disability specified in this section and the type of seating accommodation in question exists on the particular aircraft.Once the passenger self-identifies t

10、o you, you must ensure that the information is recorded and properly transmitted to personnel responsible for providing the accommodation.承运人必须对以下乘客的要求提供座位，如果旅客表明其有本节中指出的残疾情况，且该飞机上有该旅客要求的座位，一旦旅客告知该信息，承认人必须负责记录并将信息传达给提供座位的人。(a) For a passenger who uses an aisle chair to access the aircraft and who ca

11、nnot readily transfer over a fixed aisle armrest, you must provide a seat in a row with a movable aisle armrest. You must ensure that your personnel are trained in the location and proper use of movable aisle armrests,including appropriate transfer techniques. You must ensure that aisle seats with m

12、ovable armrests are clearly identifiable.(a)对使用过道座椅进入飞机但无法在固定扶手座位上移动的旅客，必须在有活动扶手的一排提供座椅。必须保证客舱人员在活动扶手座椅的位置和正确使用，包括转移技巧等方面得到了培训。必须保证活动扶手座位容易识别。(b) You must provide an adjoining seat for a person assisting a passenger with a disability in the following circumstances:(b)在以下情况下，必须为残疾旅客的陪同人员提供一个相邻的座位：(1)

13、 When a passenger with a disability is traveling with a personal care attendant who will be performing a function for the individual during the flight that airline personnel are not required to perform (e.g., assistance with eating);(1)当残疾旅客携带一名个人护理在航班中提供不要求客舱人员提供的服务时（如协助吃东西）；(2) When a passenger wi

14、th a vision impairment is traveling with a reader/assistant who will be performing functions for the individual during the flight; (2)当视觉有损伤的旅客有一名协助阅读或陪同的人员时；(3) When passenger with a hearing impairment is traveling with an interpreter who will be performing functions for the individual during the f

15、light; or(3)当听力有损伤的旅客携带一名翻译旅行时；或(4) When you require a passenger to travel with a safety assistant (see §382.29).(4)当承运人要求一位旅客携带一名安全陪同时（见§ 382.29）。(c) For a passenger with a disability traveling with a service animal, you must provide, as the passenger requests, either a bulkhead seat or a

16、 seat other than a bulkhead seat.(c)对携带服务性动物的旅客，如旅客要求，应该提供一个挡板后的座位或其它座位。(d) For a passenger with a fused or immobilized leg, you must provide a bulkhead seat or other seat that provides greater legroom than other seats, on the side of an aisle that betteraccommodates the individual's disability.

17、(d)对腿部不能活动或固定的旅客，应该在过道边上提供一个挡板后或其它脚部空间比较大的位置，可以更好的适应旅客的腿部不适。382.83 通过哪些机制做座位安排?(a) If you are a carrier that provides advance seat assignments to passengers (i.e., offer seat assignments to passengers before the day of the flight), you must comply with the requirements of 382.81 of this Part by any

18、of the following methods:(a)如果承运人对旅客提供座位预留安排（如在航班发出日之前），则需通过以下任意一种方法符合382.81要求:(1) You may "block" an adequate number of the seats used to provide the seating accommodations required by 382.81.(1)必须预留足够的座位以提供382.81要求提供的座位安排。(i) You must not assign these seats to passengers who do not meet

19、the criteria of §382.81 until 24 hours before the scheduled departure of the flight.(i)在航班起飞前24小时，不能将这些预留座位给不符合382.81标准的旅客。(ii) At any time up until 24 hours before the scheduled departure of the flight, you must assign a seat meeting the requirements of this section to a passenger with a disab

20、ility meeting one or more of the requirements of 382.81 who requests it, at the time the passenger initially makes therequest.(ii)在航班起飞前的24小时的任何时间，如果满足382.81一条或多条的旅客提出要求，承运人必须在旅客提出要求时安排一个符合本节要求的座位。(iii) If a passenger with a disability specified in 382.81 does not make a request at least 24 hours be

21、fore the scheduled departure of the flight, you must meet the passenger's request to the extent practicable, but you are not required to reassign a seat assigned to another passenger in order to do so.(iii)如果符合382.81标准的残疾旅客没有在航班起飞24小时之前提出后请求，承运人必须根据实际情况尽量提供，但不要求为此将已经安排给其他旅客的位置重新安排给该残疾旅客。(2) You

22、may designate an adequate number of the seats used to provide seating accommodations required by §382.81 as "priority seats" for passengers with a disability.(2)承运人可以安排足够数量的座位提供382.81规定的座位安排，以作为残疾旅客的“优先座位”。轮椅，其它移动辅助装置和其它辅助装置的存放382.121残疾旅客可以带哪些移动辅助或其它辅助装置进入飞机？(a) As a carrier, you must

23、 permit passengers with a disability to bring the following kinds of items into the aircraft cabin, provided that they can be stowed in designated priority storage areas or in overhead compartments or under seats, consistent with FAA, PHMSA, TSA, or applicable foreign government requirements concern

24、ing security, safety, and hazardous materials with respect to the stowage of carry-on items.(a)承运人应该允许残疾旅客携带以下物件进入客舱，前提是这些物件可以存放到指定的优先存放区或头顶行李架或座位下，并且符合FAA, PHMSA, TSA, 或其它适用的外国政府安全相关要求，或危险品条例。(1)Manual wheelchairs, including folding or collapsible wheelchairs;(1)手动轮椅，包括可折叠式或拆卸的轮椅；(2) Other mobility

25、 aids, such as canes (including those used by persons with impaired vision),crutches, and walkers; and(2)其它移动辅助设备，如手杖（含视觉障碍旅客使用的），拐杖和手杖；以及(3)Other assistive devices for stowage or use within the cabin (e.g., prescription medications and any medical devices needed to administer them such as syringes

26、or auto-injectors, visionenhancing devices, and POCs, ventilators and respirators that use non-spillable batteries, as long as they comply with applicable safety, security and hazardous materials rules).(3)其它在客舱存放和使用的辅助装置（如处方药和任何需要施药的装置如注射器或自我注射器，视觉加强装置，便携式氧气压缩器，使用密封电池的呼吸机，只要这些符合安全和危险品运输规定）。(b)In im

27、plementing your carry-on baggage policies, you must not count assistive devices(including the kinds of items listed in paragraph (a) of this section) toward a limit on carry-onbaggage.(b)在执行手提行李限制政策时，辅助装置的重量不得计入随身行李中额（包括本节（b）段列举的物件）。382.123 轮椅和其它辅助装置优先客舱存放有哪些要求？(a)The following rules apply to the st

28、owage of passengers wheelchairs or other assistive devices in the priority stowage area provided for in 382.67 of this Part:(a)轮椅和其它辅助装置优先客舱存放（382.67）适用以下规定：(1)You must ensure that a passenger with a disability who uses a wheelchair and takes advantage of the opportunity to preboard the aircraft can

29、 stow his or her wheelchair in this area,with priority over other items brought onto the aircraft by other passengers or crew enplaning at the same airport, consistent with FAA, PHMSA, TSA, or applicable foreign government requirements concerning security, safety, and hazardous materials with respec

30、t to the stowage of carry-on items. You must move items that you or your personnel have placed in the priority stowage area (e.g., crew luggage, an on-board wheelchair) to make room for the passengers wheelchair, even if these items were stowed in the priority stowage area before the passenger seeki

31、ng to stow a wheelchair boarded the aircraft (e.g., the items were placed there on a previous leg of the flight).(1)必须确保使用轮椅并提前登机的残疾旅客可以在该区域优先于其它旅客或机组人员行李存放其轮椅，且符合FAA，PHMSA, TSA或适用的外国政府关于手提行李存放的安全和危险品相关规定。承运人必须将放置在优先存放区的承运人及其员工的物件（如机组行李，机上轮椅）移开以便把空间让给残疾旅客的轮椅，即使这些物品在旅客要求将其轮椅存放在飞机上之前就存放在优先存放区内（如这些行李在航

32、班的前一段就放置在优先存放区）(2)You must also ensure that a passenger with a disability who takes advantage of the opportunity to preboard the aircraft can stow other assistive devices in this area, with priority over other items (except wheelchairs) brought onto the aircraft by other passengers enplaning at the

33、same airport consistent with FAA, PHMSA, TSA, or applicable foreign government requirements concerning security, safety, and hazardous materials with respect to the stowage of carry-on items.(2)必须确保使用轮椅并提前登机的残疾旅客可以在该区域优先于其它旅客或机组人员行李存放其辅助装置，且符合FAA，PHMSA, TSA或适用的外国政府关于手提行李存放的安全和危险品相关规定。(3) You must en

34、sure that a passenger with a disability who does not take advantage of the opportunity to preboard is able to use the area to stow his or her wheelchair or other assistivedevice on a first-come, first-served basis along with all other passengers seeking to stow carry-on items in the area.(3)必须确保使用轮椅

35、但没有因此提前登机的残疾旅客按照先到先得的原则与其它需要存放手提行李的旅客使用优先存放区域。(b) If a wheelchair exceeds the space provided for in 382.67 of this Part while fully assembled but will fit if wheels or other components can be removed without the use of tools, you must remove the applicable components and stow the wheelchair in the d

36、esignated space. In this case,you must stow the removed components in areas provided for stowage of carry-on luggage.(b)如果轮椅超过了 382.67规定的规格，在不使用工具即可卸掉某些部件后可以存放在优先存放区域内的情况下，则应该卸掉这些部件并将轮椅存放在指定区域。在这种情况下，必须将卸下的零件存放在手提行李存放区。(c) You must not use the seat-strapping method of carrying a wheelchair in any ai

37、rcraft you order after May 13, 2009 or which are delivered after May 13, 2011. Any such aircraft must have the designated priority stowage space required by section 382.67, and you must permit passengers to use the space as provided in this section 382.123.(c)2009年5月13日之后订购或2011年5月13日之后交付的飞机，不能用安全带绑

38、在座位上的方法存放轮椅，而应该有一个382.67规定的指定的优先存放区，必须允许旅客使用该存放区（382.123.）382.125轮椅，移动辅助装置，或其它辅助装置必须存放在货舱中应该遵循哪些程序?(a)As a carrier, you must stow wheelchairs, other mobility aids, or other assistive devices in the baggage compartment if an approved stowage area is not available in the cabin or the itemscannot be tr

39、ansported in the cabin consistent with FAA, PHMSA, TSA, or applicable foreign government requirements concerning security, safety, and hazardous materials with respect tothe stowage of carry-on items.(a)如果客舱没有批准的优先存放区或是根据FAA，PHMSA, TSA或适用外国政府关于手提行李存放的安全和危险品相关规定不能在客舱运输的物品，承运人必须将轮椅，移动辅助装置，或其它辅助装置存放在货舱

40、内。(b)You must give wheelchairs, other mobility aids, and other assistive devices priority for stowage in the baggage compartment over other cargo and baggage. Only items that fit into the baggage compartment and can be transported consistent with FAA, PHMSA, TSA, or applicable foreign government req

41、uirements concerning security, safety, and hazardous materials with respect to the stowage of items in the baggage compartment need be transported. Where this priority results in other passengers' baggage being unable to be carried on the flight, you must make your best efforts to ensure that th

42、e other baggage reaches the passengers' destination on the carriers next flight to the destination.(b)轮椅，移动辅助装置，或其它辅助装置必须优先于其它货物和行李存放在货舱内，可装入货舱且符合FAA，PHMSA, TSA或适用外国政府关于手提行李存放的安全和危险品相关规定方可运输。如果该优先要求导致其它旅客的行李无法随机同时抵达目的地，承运人必须保证其它旅客的行李在承运人的下一次航班抵达目的地。(c)You must provide for the checking and timely

43、 return of passengers' wheelchairs, other mobility aids, and other assistive devices as close as possible to the door of the aircraft, so that passengers may use their own equipment to the extent possible, except(c)必须尽可能装载在接近飞机舱门的地方并及时归还旅客的轮椅，其它移动辅助装置和其它辅助装置，以方便旅客使用其设备，除非 (1)Where this practice

44、would be inconsistent with Federal regulations governing transportation security or the transportation of hazardous materials; or(1)这样做会违反美联邦关于运输安全和危险品运输的相关规定；或(2)When the passenger requests the return of the items at the baggage claim area instead of at the door of the aircraft.(2)旅客要求在行李领取区而不是飞机舱门

45、口领取行李。(d) In order to achieve the timely return of wheelchairs, you must ensure that passengers'wheelchairs, other mobility aids, and other assistive devices are among the first items retrieved from the baggage compartment.(d)为了及时归还轮椅，承运人必须保证旅客的轮椅，移动辅助装置，或其它辅助装置第一批被卸下行李舱。案例：强调：陈述：下面我们来具体看一下这四类投诉

46、在各类残疾旅客中的一个数据分布表。表中我们可以看到：“其他轮椅” 和“其他残疾”是投诉最多的残疾类别。（382.3）提问：那么哪些情况可以归类为“其他轮椅”呢？答案：由于暂时性残疾（如腿部骨折）而需要轮椅帮助的旅客、无法长距离行走的旅客、需要机上轮椅帮助的旅客等等，这都可视为其他轮椅。该表中并未列出传染性疾病和使用担架者这两类残疾，主要是因为他们所占的比例并不是很大。参考382.3Individual with a disability means any individual who has a physical or mental impairment that, on a permane

47、nt or temporary basis, substantially limits one or more major life activities, has a record of such an impairment, or is regarded as having such an impairment. As used in this definition, the phrase:残疾人是指一种或几种生命活动因暂时或永久性心理或生理损伤而受到限制的个人，或有这种损害的记录，或是被认为有这种损害。本定义中：(a)Physical or mental impairment means

48、:(a)身体或精神损害指(1)Any physiological disorder or condition, cosmetic disfigurement, or anatomical loss affecting one or more of the following body systems: neurological, musculoskeletal, special sense organs,respiratory including speech organs, cardio-vascular, reproductive, digestive, genito-urinary, h

49、emic and lymphatic, skin, and endocrine; or(1)任何身体异常或其他疾病，毁容，影响以下身体系统的手术损伤：神经系统、骨骼肌系统，特殊感觉器官，包括发音器官的呼吸系统，心血管系统，生殖系统，消化系统，泌尿系统，血液和淋巴系统，皮肤系统和内分泌系统；或者(2)Any mental or psychological disorder, such as mental retardation, organic brain syndrome,emotional or mental illness, and specific learning disabiliti

50、es.(2)任何心理或神经病症，如痴呆、器质性脑综合症，情绪或精神疾病和某些学习障碍。The term physical or mental impairment includes, but is not limited to, such diseases and conditions as orthopedic, visual, speech, and hearing impairments; cerebral palsy, epilepsy, muscular dystrophy, multiple sclerosis, cancer, heart disease, diabetes, m

51、ental retardation,emotional illness, drug addiction, and alcoholism.身体或精神损害包括但不限于外科疾病、视觉损害，聋哑；脑瘫、癫痫、肌肉萎缩，多重硬化、癌症、心脏病、糖浆病、痴呆、心理疾病、毒瘾、酗酒等疾病和症状。(b)Major life activities means functions such as caring for one's self, performing manual tasks,walking, seeing, hearing, speaking, breathing, learning, an

52、d working.(b)主要生命活动指如照顾自己、动手、走路、视听、说话、呼吸、学习和工作等功能。(c)Has a record of such impairment means has a history of, or has been classified, or misclassified, as having a mental or physical impairment that substantially limits one or moremajor life activities.(c)有某种损害记录指患有限制一种或多种生命活动的身体或精神损害的历史，或是被认定或被误认定有这

53、种损害。(d)Is regarded as having an impairment means:(d)被认为有伤残的情况指：(1)Has a physical or mental impairment that does not substantially limit major life activities but that is treated by an air carrier as constituting such a limitation;(1)身体或精神损害不会大幅限制主要生命活动但被承运人认定已构成这种限制；(2)Has a physical or mental impai

54、rment that substantially limits a major life activity only as a result of the attitudes of others toward such an impairment; or(2)身体或精神损伤只有在其他人对其伤残的态度不对时才会导致构成这种限制；或是(3)Has none of the impairments set forth in this definition but is treated by an air carrier as having such an impairment.(3)没有以上定义的损害

55、但被承运人认为有这种伤残。案例：强调： 陈述:之前我们分析了承运人向DOT递交的投诉数据，下面我们来看看旅客直接向DOT提交的投诉汇总。这里我们可以看出旅客向DOT提交的残疾相关的投诉量远远少于向承运人提交的投诉数量。在2007年度DOT直接从旅客那里只收到480份与残疾相关的投诉。在旅客向DOT提交的13,168份投诉中，残疾相关的投诉在12种投诉分类中位居第七，投诉内容包括：延误、行李搬运、拒绝登机、客户服务等方面。参考:案例：强调：陈述：通过以上的四张PPT，我们可以了解到残疾旅客的投诉量还是很大的。下面我们来看一看DOT如何受理旅客向他们做的直接投诉以及DOT如何处理旅客递交的投诉。

56、首先我们先来看一看旅客通过哪些方式可以向DOT提交投诉呢？DOT航空执法办公室（Aviation Enforcement Office）是通过邮件、电话和电子手段接受旅客残疾相关的投诉，且大多数是通过电子手段获得的。这其中，通过电话接收到的残疾相关的投诉会先被输入航空执法办公室的数据库，DOT要等到收到旅客书面形式的投诉才会进行调查。参考：案例：强调：这里我们必须要注意一个时限，DOT只调查残疾相关事件发生6个月内收到的书面投诉。即超过6个月，DOT就不会对其进行调查了。陈述： 当DOT收到旅客的书面投诉后，会将投诉进行编码并将编码信息输入DOT航空执法办公室数据库，然后DOT会将投诉的复印件寄给承运人，并且航空执法办公室会回寄一封确认信给投诉人。回寄给投诉人的确认信内容包括：1、投诉已转寄给承运人2、承运人会在30天内向投诉人提供处理答复，并将该答复的复印件寄到航空执法部门。（382.155（d）参考：382.155(c) As a carrier, you are not required to respond to a complaint postmarked or transmitted more than 45 days after the date of the incident, except for compla