Where to Complain

The following groups accept complaints in writing. Of those listed, the American Society of Travel Agents and the U.S. Tour Operators Assn. are trade groups that generally take complaints only about member companies. The state attorney general’s office focuses on companies that do business in California.

To register a complaint, begin with your travel agent, if you used one. Next, write to the company that made you unhappy and keep a copy of your letter. If the company replied, keep a copy of that too. If you’re still dissatisfied, consider contacting one or more of the following organizations:

Travel Consumer Restitution Corp. This quasi-public agency was created in the mid-’90s to protect California consumers who book travel services through California companies. A reserve fund of about $1.6 million has been established to reimburse travelers who don’t get paid-for services from a California-based travel seller. For claim forms, write to the organization at P.O. Box 6001, Larkspur, CA 94977-6001; no telephone or fax for the public.

California Attorney General. Consumers who want to check on the registration of a travel seller or report an unregistered seller can contact the office at 300 S. Spring St., Los Angeles, CA 90013; telephone (213) 897-8065, fax (213) 897-8846. For broader questions or complaints, contact the Public Inquiry Unit, P.O. Box 944255, Sacramento, CA 94244-2550; tel. (800) 952-5225, fax (916) 323-5341, Internet https://caag.state.ca.us/piu/mailform.htm.

American Society of Travel Agents. ASTA says it tries to mediate complaints and will tell inquiring consumers whether a member has two or more unresolved complaints in the last six months. Contact ASTA’s Consumer Affairs Department, 1101 King St., Suite 200, Alexandria, VA 22314; tel. (703) 739-8739, Internet https://www.astanet.com.

U.S. Tour Operators Assn. USTOA reviews complaints and forwards them to tour company executives. Contact USTOA at 342 Madison Ave., Suite 1522, New York, NY 10173; tel. (212) 599-6599, fax (212) 599-6744, Internet https://www.ustoa.com.

Better Business Bureau. Write to 550 W. Orangethorpe Ave., Placentia, CA 92870. For complaints or general information about businesses in Los Angeles, Orange, Riverside and San Bernardino counties, call (714) 985-8922 or go to its Web site, https://www.bbbsouthland.org. In Ventura and Santa Barbara counties, call (805) 963-8657 or go to its Web site, https://www.santabarbara.bbb.org.

U.S. Department of Transportation. This agency takes travelers’ complaints, mostly about airlines. Contact Department of Transportation, C-75, Room 4107, Washington, DC 20590, tel. (202) 366-2220, Internet https://www.dot.gov/airconsumer/problems.htm.

PassengerRights. The Web site at https://www.passengerrights.com makes it easier for travelers to lodge complaints with airlines and federal officials. The site is a commercial venture (aimed at winning subscribers to a new $59-a-year newsletter), but its features may help travelers press their causes.