The US Department of Transportation has fined Continental Airlines $100,000 for filing incomplete reports on complaints from passengers with disabilities.
DOT requires an airline to record disability related complaints, categorize them by type of disability and submit an annual report. Each issue, even if in a single piece of correspondence, must be counted as a separate complaint.
During an onsite investigation at the carrier's headquarter, DOT officials found that Continental recorded only the most significant issue in each disability complaint, even though many of the complaints involved more than one disability related issued. Continental had previously been advised that complaints must be individually tabulated.