How to File a DOT Complaint Against an Airline (Step-by-Step)

How to file DOT complaint airline is one of the most underused passenger tools. The form lives at transportation.gov/airconsumer, takes 15 minutes to complete, and forces a formal airline response. The Department of Transportation does not adjudicate individual disputes the way a small claims court does, but the formal record changes airline behaviour. Once a complaint is on file, the airline is required to respond in writing, and unresolved patterns of complaints feed into DOT enforcement actions and fines.

The DOT complaint is free, takes 15 minutes, and changes airline behaviour. It is the single highest-leverage step a US passenger can take against a non-compliant airline.

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  Refund denied or delayed past 7 business days (credit card) or 20 calendar days (cash or check).

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  Voucher offered instead of cash for a cancelled flight or 3+ hour delay.

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  Airline ignored a written refund demand or sent a form rejection without engagement.

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  Disability or accessibility violations under the Air Carrier Access Act (ACAA).

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  Discrimination or service complaints unrelated to refunds.

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  Tarmac delay over 3 hours domestic or 4 hours international without proper food, water, and lavatory access.

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  Denied boarding compensation underpaid or paid as voucher without consent.

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  Family seating fee charged in violation of the 2024 DOT family seating rule.

1. 1

   Booking confirmation showing the flight number, date, route, and total paid.

2. 2

   Cancellation or delay notification from the airline (email, app, or SMS screenshot).

3. 3

   Refund request you submitted (date and channel: airline website, email, phone log).

4. 4

   Airline response (denial, voucher offer, or silence).

5. 5

   Receipts for hotels, meals, and ground transport if you incurred out-of-pocket costs.

6. 6

   Boarding pass or e-ticket showing the original scheduled departure.

7. 7

   Names and times of any agents you spoke with, and call reference numbers if available.

Go directly to transportation.gov/airconsumer/file-consumer-complaint. The form is the official intake for the DOT Aviation Consumer Protection Division. There is no fee, no account creation, and no mandatory third-party intermediary. Submit directly. The same form covers refunds, denied boarding, baggage, disability, and discrimination complaints.

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  Your contact information: name, email, phone, mailing address. The DOT uses this to forward the airline's response.

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  Are you a US resident?: required for jurisdictional record.

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  Are you the affected passenger?: yes if filing for yourself, no if filing on behalf of a family member or travel companion.

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  Did this involve travel insurance or a third-party service?: declarative, does not affect filing.

The DOT form asks for the airline name, flight number, scheduled date and route, ticket reference number, and the type of complaint (refund, denied boarding, baggage, etc.). Enter exactly what is on your booking confirmation. If multiple flights are affected, file a separate complaint per flight. The DOT processes complaints per disrupted flight, not per trip.

The narrative field is where the complaint succeeds or fails. Lead with the rule the airline violated (e.g., 'The 2024 DOT refund rule requires cash refunds for cancelled flights to be processed within 7 business days for credit card purchases'). Then state the facts in chronological order: the disruption, your refund request, the airline's response, and the current status. Keep it factual. Avoid emotional language. Cite specific dates, amounts, and reference numbers. Attach all supporting documents (the form supports PDFs and images up to a size limit per attachment).

Lead with the rule, then the facts. A complaint that cites '14 CFR Part 259' or 'the 2024 DOT refund rule' signals to the reviewer that you understand the law and the airline likely violated it.

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  PDF of the booking confirmation and itinerary.

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  Screenshot of the cancellation or delay notification.

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  PDF or screenshot of the refund request you submitted.

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  PDF of the airline's response or denial.

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  Receipts for any out-of-pocket costs.

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  Photos of departure boards or evidence supporting your timeline.

For specific evidence guidance, see DOT complaint proof: what to attach and DOT complaint process step-by-step.

After submission, the DOT issues a complaint number. The airline is notified and required to respond. Typical response time is 30 to 60 days for the airline's initial reply. The DOT does not arbitrate the dispute, but the formal record is preserved and aggregated. Track responses through the email confirmation. If the airline does not respond or the response is unsatisfactory, you can update the complaint and provide additional evidence. See DOT complaint timeline: how long until resolution and DOT complaint response time by airline.

The DOT forwards your complaint to the airline. The airline must respond in writing. Many airlines settle the underlying issue (issue the refund, pay the underpaid denied boarding compensation, etc.) once a complaint is on file. The DOT aggregates complaints and uses the data to enforce compliance. Patterns of similar complaints can lead to formal enforcement actions and fines. See what happens after you file a DOT complaint for the post-filing walkthrough and DOT complaints that led to refunds: patterns.

For the pillar, see US DOT passenger rights. For the calculator pillar, see how much delayed flight worth calculator. TravelStacks files DOT complaints automatically as part of our $19 flat fee US DOT refund service. Start a claim.