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        As much as air travel is exciting for most, it probably has been challenging on occasion to the degree that  alternative modes of travel, i.e., driving, especially on shorter trips, seem much more enticing. When you feel the challenge to your journey must now be addressed by the airline, the following will hopefully  allow structure to forming your complaint.  By incorporating several elements into your complaint letter, the chances of your reaching the "powers that be" and archiving the desired results will be enhanced.

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Common Types of Complaints Filed Against an Airline 

Here are some common types of complaints filed against airlines with the Department of Transportation, DOT, small claims courts, and the Better Business Bureau, BBB:

• oversold flights and getting bumped from a flight. 

• lost, delayed  or damaged luggage. 

• breach of terms under the airline contract of carriage. 

• refusal to honor refund policies. 

• flight delays.

• flight cancellations. 

• ticketing practices.

• family seating issues.​

 

initially, file a complaint with the airline.

       Before escalating things to the  Department of Transportation (DOT), allow the airline the opportunity to resolve the matter. if you are considering making a refund claim with your credit card company, most if not all  will require the aforementioned before it considers additional action on your behalf. By  regulation, all carriers that operate flights to, from, and within the United States are required to provide complaint filing  instructions on its websites.

Typically, there are several ways to contact the airline's  customer service department, (1.) phone, (2.) email, (3.) online form, and (4.) regular mail.​  You might also consider to make use of social media to air your complaint since  nobody, including airlines, likes bad press. 

 Airlines must acknowledge complaints within 30 days of receiving it and send substantive  written reply within 60 days. The Department of Transportation FLY RIGHTS  link will give you valuable insight to your aviation consumer rights and potential valid complaint action..

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Know your limitations.

        If the airline response is insufficient,  you can contact the  Department of Transportation (DOT)  to file a complaint against the airline.  Note that DOT cannot resolve all  of air travel’s most frustrating aspects. if they are deemed outside of the airline’s control resulting in  no compensatory federal regulation in place, i.e., bad weather delay. Further DOT cannot order the airline to remedy your complaint.

       For flights canceled by the airline, you are entitled to a refund. However, if you cancel your ticket because, of your concerns or second thoughts about such things as aircraft health concerns, no refund will be forthcoming depending on ticket class; however. you may be entitled for a future travel credit. If given a travel credit, carefully  note of its expiration date. These applicable  rules are spelled out in the terms and conditions of the contract of carriage you agreed to when you made the purchase. ​ For some guidance on whether you have a legitimate complaint, review Fly Rights published by the Department of Transportation. It addresses such items airfares, delays and cancellations, overbooking, baggage handling.

       Be sure you review the airline's  contract of carriage   Federal regulations require that the contract of carriage must be available on the airline's website.

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1. Find the correct airline  customer service department.

 Visit the airline's website and locate "Contact us" link. Most airlines allow you to file your complaint  directly on line.

If you would rather mail  your complaint,  ensure you have the correct address. You may  telephone the airline to get the name and address of a contact person to whom you can address your complaint letter or use this link, "Airline Customer Services Addresses" to ensure the complaint is directed to appropriate party.

​Thereafter, use the sample letter below for suggested structure to your complaint letter.  Be sure to put in  your flight information, including  the flight number, date, time and beginning and ending destinations in your letter, so the airline has all the data it needs to investigate your complaint. If you decide that a letter is preferred over an on line complaint, the following is suggested.

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2. Use plain paper or personal letterhead for your complaint letter

Use plain paper or business letterhead.  Avoid using cutesy stationery when sending a complaint. Choose 8X10 paper. If possible, limit your  complaint to two pages. Keep a business theme, no threats or insults. Best to let your  letter rest  overnight; then review it the next day to filter out comments that may take away from your objective of getting a remedy. Remember, you catch more flies with honey than with vinegar.

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3. Describe in detail the problem you had on the flight

Describe in detail the problem you had on the flight.  However, keep the comments as condensed as possible. Whatever your bad experience was, express it in clear, concise terms. Include the names and positions of any airline employees who played a part in your situation. Provide photographs, if any. 

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4. Ask for the specific action to remedy your problem

Ask for the specific action sought from the airline to remedy your problem or address your complaint. For any requests for any kind of reimbursement, include an itemized list of the items or other losses and  replacement costs or out of pocket expenses.   

5. Include your contact information

Include your contact information, such as your name, address, telephone number and e-mail address. Indicate the best hours and methods for the airline representative to reach you.​

Maintain a business like theme throughout your complaint letter. Keep a copy of your complaint letter and all attachments for future reference. Contact the airline if you have not received a response within three weeks of sending complaint. Suggest you send complaint letter with postal tracking.

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SAMPLE LETTER

[Your Name]                                                                                                                                     

[Your Address]

[Airline’s Name]

[Airline’s Address]

[Date]

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RE: [Subject of your complaint] 

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To whom it may concern: 

My name is (your name), and I am a frequent passenger (put in frequent flyer # if you have one) on [name of airline). I purchased a ticket, (reservation number) from [name of airline] for a flight departing from [location of departure] and arriving at (location of arrival) on (date of departure). However, on (date of incident), my flight was canceled (or any other reason). I was flying out for [reason for flight], and because of the cancellation (or other dissatisfaction), I missed the event. I have attached a copy of (state name of documents or photographs you attached to to this letter). 

I am now asking that [name of airline] provide a refund (or other compensation) of my flight for (total refund requested or any other type of specific compensation)as per name of (airline’s) refund policy. (be sure to check airline contract of carriage for any specific policy and if one is found, cite section) Please refund this balance to (state where you want the refund sent). (be very specific in compensation sought. (only request provable losses, DO NOT DECEIVE OR OVERREACH)

I look forward to resolving this matter amicably, You may contact me at (your email)  or by telephone (number) if you would like to discuss this matter further or to request any additional information. If I do not hear from you by (insert  calendar date 3 weeks from date of mailing, i.e., October 30, 20xx)  the appropriate action will be undertaken thereafter. (SUGGEST POSTAL TRACKING OF LETTER)

Sincerely,

____________________________

[Your signature]

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File a Complaint With the Department of Transportation 

       If no satisfactory response is obtained from the airline, the next step for resolution is to file a complaint with DOT.  DOT has an office of Aviation Consumer Protection (ACPD) which reviews and responds to consumer complaints against airlines.

The Department of Transportation receives many types of complaints against airlines, here are some of the most common types of Department of Transportation complaints consumers file: 

• The airline refuses to provide a refund even though the consumer is entitled to one. Use this guide to see if you are entitled to a refund.

• The airline oversold the flight and the passenger was bumped off. 

• The airline lost or damaged a passenger’s luggage.

• The flight was delayed on the tarmac.

• The flight was delayed or canceled. Learn more about Flight Delays and Cancellations. 

 

How to File a DOT Complaint Against an Airline 

Follow the steps below:

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1. Go to the DOT’s Office of Aviation Consumer Protection and scroll down to where it says File a Consumer Complaint. 

2. You will be redirected to the DOT Complaint Form. In order for a case to be processed as a complaint with the DOT, it must be submitted in writing; you cannot file by telephone. 

3. To fill out the form you will need the following information handy: Your information (name, address, contact information), Airline Name, Flight Date, Flight Itinerary, and a description of the problem, incident, and complaint (3,000 characters allowed).

4. The Complaint opens with the question "would you like a copy of this submission sent to your email?" auto-filled as “no” as shown below. Make sure to click "yes" if you want a copy (we recommend you keep copies of any complaints you file).

What to Expect After You File a Complaint with the DOT

DOT cannot force an airline to resolve your complaint. They only require the airline to respond to your complaint. 

DOT takes the following steps to process a  consumer complaints against airlines: 

1. A Transportation Industry Analyst (“DOT analyst”) will forward your complaint to the airline.

2. The DOT requires airlines to provide consumers with a response to their complaints. 

3. The DOT analyst will ask the airline to provide a copy of the response to the DOT only if it falls under one of the areas DOT enforces.

4. The DOT analyst will then review the case.

5. If your complaint does not appear to fall under any of the laws enforced by the DOT, it will still be logged in a database as a consumer complaint to help the DOT spot problems areas, or trends in the airline industry. 

For disability and discrimination complaints, the process is slightly different: 

1. A DOT analyst will forward your complaint to the airline, and the airline will be required to respond to you just like with a regular complaint. 

2. Once the airline’s response is received, a DOT analyst will review your complaint and the airline’s response to determine if a violation occurred.  After the DOT analyst reviews your case, it will be given to a DOT attorney for review.  

3. Once your case is reviewed by a DOT attorney, an analysis of the DOT’s findings will be mailed to you.  

Be aware that these types of complaints may take some time to process. 

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File a Complaint Related to AIRLINE SAFETY or SECURITY   

If you wish to file a complaint against an airline related to safety, file with the Federal Aviation Administration (“FAA”) instead of filing with the DOT.  The FAA handles complaints related to airline and airplane safety, like problems with emergency exit seating, low-flying aircraft, pilot licensing, etc. 

To submit a report to the FAA Hotline see the instructions below: 

• Submit the report using the FAA Hotline Web Form, or 

• Submit the report by mail to the mailing address below. 

Federal Aviation Administration

Office of Audit and Evaluation

800 Independence Avenue, S.W.

Washington, D.C. 20591

Attn: AAE-300, Room 911

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If your airline complaint is related to a security matter, file a complaint with the Transportation Security Administration (“TSA”). 

Consumers with concerns about security should call TSA toll-free at 1-866-289-9673, or email TSA at TSA-ContactCenter@dhs.gov. 

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File a Complaint With the Better Business Bureau 

Another way to resolve your dispute with an airline is to file a complaint with the Better Business Bureau. The Better Business Bureau (“BBB”), is a nonprofit that serves as an intermediary between consumers and airlines. 

The BBB will review your complaint, forward it to the airline, and then give them a certain period of time to respond to your complaint. The BBB cannot force an airline to resolve your complaint or respond to your complaint. 

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What if Filing a Complaint Doesn’t Work? Consider Suing In Small Claims Court

Unlike the DOT, FAA, and BBB, small claims court  actually has the authority to force an airline to make things right. This is because a judge will decide your complaint against an airline and will issue a decision on who is right between you and the airline. Small claims courts are known as the Peoples' Courts as they were created to give people without an attorney a chance of getting justice. The process is quick and affordable. You may file a lawsuit against an airline in small claims court as long as the amount you intend to sue for is within the small claims court limit (on average $10,000 or less). 

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