U.S. consumers can file an informal complaint with the U.S. Department of Transportation's (DOT) Office of Aviation Consumer Protection (OACP) if they believe an airline violated U.S. aviation consumer protection rules, such as those on refunds, delays, or tarmac holds. Airlines operating to, from, or within the U.S. must acknowledge written complaints within 30 days and provide substantive responses within 60 days under 14 CFR § 259.7. This process focuses on regulatory enforcement and does not guarantee refunds or compensation. First try resolving the issue directly with the airline. See USAGov on travel complaints for issue-specific guidance.
What Controls a DOT Airline Complaint
The DOT's OACP handles complaints about airline service issues covered under U.S. aviation consumer protection regulations.
Under 14 CFR § 259.7, covered air carriers must acknowledge receipt of written consumer complaints within 30 days and send a substantive written response within 60 days. For alleged violations of 14 CFR Part 382 (nondiscrimination on the basis of disability), any person may file an informal complaint with DOT no later than 6 months after the incident.
| Aspect | DOT Rule | Airline Obligation |
|---|---|---|
| Acknowledgment | Within 30 days of written complaint | Required for covered carriers |
| Substantive Response | Within 60 days of written complaint | Required for covered carriers |
| Informal Complaint Deadline (Part 382 violations) | 6 months after incident | N/A |
What Does Not Control a DOT Complaint
DOT complaints are separate from credit card billing disputes, airline merchant refund policies, or state consumer protection laws. They do not cover formal enforcement actions under 14 CFR 302 subpart D.
This process excludes EU/UK passenger rights (e.g., EC 261), FTC general consumer complaints, or civil rights filings handled differently by OACP. DOT focuses on aviation-specific rules.
Step-by-Step: How to File Your DOT Complaint
Gather evidence first: flight details, tickets, receipts, photos, correspondence with the airline, and a timeline of the incident.
Contact the airline before filing with DOT: speak to customer service representatives at the airport, then escalate to the airline's corporate consumer office if needed.
File the informal complaint with OACP online via the USAGov portal or by mail to: Office of Aviation Consumer Protection, U.S. Department of Transportation, 1200 New Jersey Avenue SE, Washington, D.C. 20590. There are no filing fees. DOT reviews complaints for patterns but does not reply to every individual filer. Track the airline's required response timelines under 14 CFR § 259.7.
| Step | Action | Evidence Needed |
|---|---|---|
| 1 | Gather records | Tickets, receipts, emails, incident details |
| 2 | Contact airline | Airport reps, then consumer office |
| 3 | File with DOT | Online or mail to OACP address |
FAQ
Does DOT guarantee a refund if I file a complaint?
No. DOT enforces disclosure and response rules under regulations like 14 CFR § 259.7, not automatic compensation.
What is the deadline to file a DOT complaint?
6 months for informal complaints alleging violations of 14 CFR Part 382. No confirmed general deadline applies to all service complaints in official rules.
Should I contact the airline before DOT?
Yes, DOT expects consumers to try resolving with the airline first.
What happens after filing?
Airlines must acknowledge written complaints within 30 days and respond substantively within 60 days. DOT may investigate patterns across complaints.