Facilitation involves an informal exchange between you and the transportation operator. It is a relatively quick, no-cost alternative to the Agency's other dispute-resolution options.
The Agency's role in this informal discussion is to offer its expertise and help define the issues involved. This helps to put issues into focus, which can clear the way for an agreement.
You do not need to file a complaint to start this process. If facilitation doesn't produce an acceptable response, or the operator doesn't reply within a reasonable time, the Agency will suggest other options for resolving the dispute.
Air Travel Complaints
If your dispute involves an airline offering scheduled or charter service, and you remain unsatisfied with the response to your discussions with them, you can turn to the Agency to resolve your complaint through its informal or formal complaint resolution processes.