TRAVELERS TAKE TIME TO AIR THEIR AIRLINE COMPLAINTS

My recent column supporting moves to return passenger comforts back into domestic air travel clearly touched a nerve. Several readers sent messages recounting recent horror stories. They tell of daylong flight delays and unannounced cancellations. One PG reader described being subjected to an all-night transfer from New York to Pittsburgh on an airport shuttle bus after he and his family missed their connection home when their flight from Europe arrived late at JFK. It's clear that summer flight schedules, crowded airports and the imperious attitudes on the part of airlines and their personnel have many passengers steaming.  Although gripes abound, many travelers don't know what rights they have if their scheduled flight is delayed, diverted or canceled, or they don't receive service or considerations to which they thought they were entitled. That's not surprising because, since airline deregulation, each carrier has been generally free to do what it wants.

First, it is important to understand that no carrier guarantees its flight schedules. Factors such as bad weather, heavy air traffic Each carrier sets its own guidelines about passenger amenities in these situations and publishes them in its "Conditions of Carriage and Related Regulations." The perks and procedures vary greatly, and although the airlines do often allow their airport staff leeway in doling out free phone calls and cab fares, it's generally up to passengers to ask for these amenities.  Here's what you can expect. If a carrier is responsible for a canceled departure or flight delay over four hours, in addition to assistance re-booking on another flight, a passenger might get a free meal and perhaps a hotel room, if a missed connection forces an unscheduled overnight. Be aware, however, that the accommodations the airlines provide might not be up to a traveler's normal standards. If a flight is diverted by bad weather, you should expect to get free ground transportation to your original destination. And no carrier will provide cash compensation for financial losses or personal inconvenience caused by delays.  If you don't get the service, courtesies or amenities that you feel you deserved, the best procedure is to write the airline's consumer affairs department or its president. Include dates, flight numbers, names of personnel involved, along with details of what happened and what you expect the airline to do. Attach copies of tickets, receipts and other relevant documents. Sign the letter, and if you're a member of the airline's frequent flyer club, include your account number. Send copies to the Department of Transportation (C 75, Room 4107, Washington, DC 20590) and your travel agent, who may be able to add some clout to your complaint. You might also let the airline know that you intend to send copies to other entities, from your employer to the travel editor at the local paper. Incidentally, the DOT also has a telephone hotline (202-366-2220) and e-mail at (airconsumer@osr.dot.gov) to register passenger complaints. Neither, however, is staffed to provide assistance.  The Federal Aviation Administration has a similar line (800-322-7873) to handle calls regarding matters of safety.  Pursuing complaints with the airlines is important, but so is following the process. It's not entirely a case of tilting at windmills. All things being equal, most carriers would rather settle ligitimate claims that contending with a host of furious flyers. Persistence can provide compensations, which may not make up for a disappointing experience, but will perhaps help ease the sting. Sometimes, it's enough to just have a complaint acknowledged.

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