How to File a DOT Complaint Against an Airline

Airlines are required by law to respond to every DOT complaint. The DOT Aviation Consumer Protection Division tracks complaint volume by airline and by issue type. Airlines know that high complaint volumes trigger DOT enforcement actions, including fines and consent orders. This is why a DOT complaint often succeeds where customer service phone calls fail.

A DOT complaint is not a lawsuit. It is a free, online complaint to a federal agency. You do not need a lawyer. Most airlines respond within 30 to 60 days, and valid refund complaints are frequently resolved in the passenger's favor.

1. 1

   Go to transportation.gov/airconsumer and click "File a Consumer Complaint."

2. 2

   Select the type of complaint (e.g., "Refund," "Flight Problem," "Baggage").

3. 3

   Enter the airline name, flight number, travel date, and your booking reference.

4. 4

   Describe the issue clearly: what happened, what you requested, and how the airline responded.

5. 5

   Attach supporting documents: booking confirmation, cancellation notification, denial emails, receipts.

6. 6

   Submit the complaint and note the confirmation number.

The strongest DOT complaints include specific facts and cite applicable rules. Here is what to include.

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  Flight details: airline, flight number, date, origin, destination.

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  What happened: cancellation, delay (how long), denied boarding.

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  What you requested: cash refund, compensation, reimbursement.

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  How the airline responded: denied, ignored, offered voucher only.

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  Rule citation: "DOT final refund rule" or "EU261" as applicable.

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  Timeline: when you requested, when they responded (or did not).

Be specific, not emotional. DOT staff process thousands of complaints. A clear, factual complaint with dates, flight numbers, and rule citations is far more effective than a long narrative about how frustrated you are.

After you file, the DOT forwards your complaint to the airline. The airline is required to respond to both you and the DOT, typically within 30 to 60 days. Many refund requests that were denied through normal channels are approved after a DOT complaint is filed.

If the airline's response is unsatisfactory, you can follow up with the DOT. While the DOT does not resolve individual disputes like a court, the cumulative weight of complaints drives enforcement actions. For tips on writing effective airline communications, see our complaint letter guide.

File a DOT complaint when the airline has denied a valid refund request, failed to process a refund within the required timeframe (7 business days for credit cards, 20 days for other methods), offered only a voucher for a cancelled flight, or failed to provide required assistance during a delay.

You can file a complaint at any time, but it is most effective after you have already contacted the airline and been denied. Check your flight to verify what you are owed before filing. For a full overview of your DOT refund rights, see our rights guide.