Complaints · US · Airlines
How to complain about an airline (US)
Try the airline's customer service agents at the airport, then write to its consumer office using the complaint form on its website. The Department of Transportation requires airlines to acknowledge a complaint within 30 days and send a written answer within 60 days. If you are still unhappy, file a free complaint with DOT's Office of Aviation Consumer Protection, which makes the airline respond.
Complaint routes and time limits checked against official sources on .
First
Complain to the airline
in writing
Wait
60 days
or a final response
Then
DOT Office of Aviation Consumer P…
free
Checked
27 Sep 2026
official sources
1. Complain to the airline first
Try the airline's customer service desk at the airport first. If that fails, email or write to the airline's consumer office using the complaint form on its website. Include: confirmation code, flight number and date; names of every passenger; what happened and how long any delay was; receipts for costs; what you want: a refund, reimbursement or compensation.
2. How long to wait
DOT requires airlines to acknowledge a complaint within 30 days and send a written answer within 60 days.
3. Escalate to DOT Office of Aviation Consumer Protection
No filing deadline stated. It is free. It can: requires the airline to respond to you with a copy to DOT; findings on disability and discrimination complaints. transportation.gov/airconsumer/file-consumer-complaint
Who does not handle your complaint
DOT does not investigate every service complaint. It directs the airline to reply to you and uses complaints for targeted reviews and enforcement; it does investigate civil rights and disability complaints.
Where to escalate and the time limits
Time limits run from the date shown in each row. Keep the final response or deadlock letter, because the ombudsman will ask for it.
| Who | Time limit | Cost |
|---|---|---|
| DOT Office of Aviation Consumer Protection | No filing deadline stated. | Free |
Evidence to keep
Booking confirmation and boarding passes. Delay or cancellation notices. Receipts for meals, hotels and transport. Bag claim reference. The airline's response.
Also worth knowing
Safety concerns go to the FAA and security concerns to the TSA (1-866-289-9673).
Guides and definitions
- How to file a CFPB complaint, what happens next and does it work (Guide)
- Regulation E (Regulation E is the US federal rule that limits your liability for unauthorized debit card and electronic transfers to $50 or $500 if you report them in time.)
Complaints about something else
- Bank or credit card (US)
- Loans and credit reports (US)
- Phone, internet and cable (US)
- Utilities (power, gas, water) (US)
- Shopping and online retailers (US)
- Health insurance (US)
- Landlord or housing (US)
All complaint guides · Get your route with dates and a letter
Common questions
How long does an airline have to respond to a complaint?
The DOT requires airlines to acknowledge your complaint within 30 days and send a written response within 60 days. A complaint received on September 1, 2026 should get its written answer by October 31, 2026.
How do I file a complaint against an airline with the DOT?
Use the complaint form on the DOT's aviation consumer protection website, or write to the Office of Aviation Consumer Protection, 1200 New Jersey Avenue SE, Washington, DC 20590, with your trip details and contact information.
Will the DOT investigate my airline complaint?
The DOT directs the airline to respond to you with a copy to DOT. Apart from civil rights and disability complaints, it doesn't investigate every complaint but runs targeted reviews, and complaints can lead to enforcement action.
Where do I report an airline safety or security problem?
Safety issues go to the Federal Aviation Administration. Security issues, such as screening and the no-fly list, go to the Transportation Security Administration on 1-866-289-9673. DOT's consumer office does not handle them.
What should I send with an airline complaint?
Your confirmation code, flight number and date, the names of every passenger, delay or cancellation notices, receipts for meals, hotels and transport, and any bag claim reference. Say what you want: a refund, reimbursement or compensation.
Sources and assumptions
- General routes from official sources; a scheme may ask for more before it takes your case.
Guidance on where to complain, not legal advice.