How do I file a complaint with the DOT against an airline?

The short answer

Start by complaining to the airline. DOT requires airlines to acknowledge a complaint within 30 days and send a written response within 60 days. If the airline does not resolve the problem to your satisfaction, you can then file a complaint with the Department of Transportation (DOT), which forwards it to the airline and requires a reply to you.

Do I have to complain to the airline first?

DOT says you should give the airline a chance to resolve the problem before you contact DOT. Airlines have trouble-shooters at airports, usually called Customer Service Representatives, who can often arrange meals and hotel rooms for stranded passengers, write checks if you are bumped, and help with baggage issues.

If the problem is not solved at the airport, DOT suggests complaining to the airline's consumer office. It is often best to email or write to the consumer office at the airline's corporate headquarters. Airlines that fly to, from or within the United States must say on their websites how and where complaints can be submitted, and many have an online form.

How long does the airline have to reply?

DOT requires airlines to acknowledge a consumer complaint within 30 days of receiving it, and to send a written response addressing it within 60 days of receiving it.

• Day 30: the airline must have acknowledged your complaint.
• Day 60: the airline must have sent a written response addressing it.
• Keep copies of what you send and the dates, so you can show DOT the timeline.

When can I take my complaint to DOT?

DOT says you may file a complaint with it if you feel the airline has not resolved the issue to your satisfaction. You may also file with DOT if you believe you experienced unlawful discriminatory treatment in air travel by airline employees or contractors, on the basis of disability, race, color, national origin, sex (including sexual orientation), religion or ancestry.

DOT will accept a complaint by mail. Address it to the Office of Aviation Consumer Protection, U.S. Department of Transportation, 1200 New Jersey Avenue, SE, Washington, DC 20590. Include your full address, email address and phone number, plus complete and accurate information about your trip and the problem.

What does DOT do with my complaint?

For most complaints, DOT directs the airline or ticket agent to respond to you directly and to give DOT a copy of the response. DOT states that, apart from civil rights complaints, it does not investigate every complaint because of the volume it receives. It carries out targeted or sample reviews to check whether airlines and travel agencies comply with consumer protection requirements.

For disability and discrimination complaints, DOT forwards the complaint to the airline, which must respond to you and to DOT. DOT then reviews both to decide whether a violation occurred and mails you an analysis of its findings. DOT warns this can take some time.

Complaints still matter. DOT uses them to spot trends, they can lead to enforcement action when a serious violation has occurred, and DOT publishes complaint counts by airline each month in its Air Travel Consumer Report.

Which problems does DOT not handle?

Aviation safety and security complaints are not handled by DOT's Aviation Consumer Protection Division.

• Safety concerns, such as airplane safety, emergency exit seating, low-flying aircraft and pilot licensing, go to the Federal Aviation Administration (FAA).
• Security concerns, such as passenger screening, the no-fly list and baggage screening, go to the Transportation Security Administration (TSA), toll-free on 1-866-289-9673.

Sources: US Department of Transportation: File a Consumer Complaint. Read 5 November 2026. Rules and fees change, so check the official page before you travel.

Frequently asked questions