In this contract, airlines set forth their policies on everything from transporting pets to compensation for airline delays.

A standard feature of most airline's Contract of Carriage is Rule 240, which lays out the airlines policies for compensation due to flight delays, cancellations and missed connections. These are the rules that determine whether the airline will pay for your hotel if you're stranded overnight, give you meal vouchers or pay for phone calls

It's in your best interest to know the airline's Rule 240 (and even carry a copy with you) before heading to the airport. It's your tool to make sure the airline is meeting it's end of the bargain. You can find an airline's Contract of Carriage on its Web site or request a copy by calling the airline.

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Some important things to remember about Rule 240:

• Most airlines include a section that relieves them from obligation for delays and cancellations caused by "force majeure" events: weather, strikes, "acts of God" and other events they cannot control.

• The agents at the ticket counter may not be familiar with all the policies and may not have a copy of the Contract of Carriage. In this case, it's up to you to know and stand up for your rights.

• Don't be afraid to insist on just compensation. Usually, just saying "Rule 240" will let the airline representatives know that you know your rights.

If you have a complaint about an airline, you should contact the airline's customer service division first. If you aren't satisfied with the airline's response, you can file a complaint with the Aviation Consumer Protection Division.

Aviation Consumer Protection Division

Address:
U.S. Department of Transportation
400 7th Street, S.W.
Washington, D.C. 20590

Email: airconsumer@dot.gov

on the web:
http://airconsumer.ost.dot.gov/
problems.htm

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