How do I formally complain about an airline?

Submitting a complaint about an airline
  1. Step 1: contact the airline and try to find a solution together.
  2. Step 2: submit a written complaint to the airline. ...
  3. Step 3: submit a complaint to the authorised body. ...
  4. Step 4: If you do not reach a settlement with the airline, you can take your case to court.




To formally complain about an airline in 2026, you should follow a specific three-step hierarchy. First, you must file a written complaint directly with the airline’s customer relations department via their official website; save your "case number" and all correspondence. If the airline does not resolve the issue within 30 to 60 days, your next step depends on your location. In the United States, you should file a consumer complaint with the Department of Transportation (DOT) via their online web portal. In the United Kingdom or EU, you can escalate the claim to an Alternative Dispute Resolution (ADR) body or the National Enforcement Body (NEB) if the complaint involves flight delays or cancellations (UK261/EU261). For 2026 travelers, it is vital to be concise, provide "proof of loss" (receipts or photos), and cite specific passenger rights regulations to ensure your claim is taken seriously and processed through the legal channels rather than just a social media "vent."

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It's often best to email or write to the airline's consumer office at its corporate headquarters. DOT requires airlines that fly to, from, or within the United States to state on their websites how and where complaints can be submitted.

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It's often best to email or write to the airline's consumer office at its corporate headquarters. DOT requires airlines that fly to, from, or within the United States to state on their websites how and where complaints can be submitted.

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Formal complaints are assigned to a Compliance Officer for inspection. Non-formal complaints are complaints made anonymously, by former employees, or by individuals who did not provide their written signature for the complaint.

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Air travel isn't always fun. Things go wrong. And while you're unlikely to get compensated because a summer thunderstorm made your plane late, it's often worth complaining to the airlines and seeing what you can get for your travel inconveniences.

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If you contact the airline or ticket agent to obtain a required refund and you are refused that refund, you should file a complaint against the airline or ticket agent with the Department at https://secure.dot.gov/air-travel-complaint.

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Besides suing in small claims court you can also file a complaint against an airline with the DOT. The DOT's Office of Aviation Consumer Protection (ACPD) reviews and responds to consumer complaints against airlines.

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When a flight delay occurs, you are entitled to assistance and a choice between rerouting, reimbursement, or rebooking. If you arrive at your destination more than 3 hours after your scheduled arrival time, you are entitled to the same reimbursement, rerouting, and rebooking structure as a denied boarding.

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You need to include each passenger's name, your flight details, the scheduled departure and arrival times, the length of the delay, and your bank account info for reimbursement. You should also be very clear about the amount you expect to receive and give the airline a specific timeframe in which to respond.

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Are Plane Tickets Refundable? Most airlines offer a choice between refundable and non-refundable airline tickets. Refundable tickets tend to be much more expensive. Non-refundable tickets are often cheaper, but they do carry risks.

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Under DOT flight refund policy, you are entitled to your money back, no questions asked, if your flight is canceled and you ultimately choose not to travel. It doesn't matter if the cancellation was the airline's fault or something out of its control, like weather.

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The 24-hour rule Although federal regulations specify that these tickets must be purchased at least seven days in advance to be eligible for a refund, some airlines will allow you to cancel within 24 hours even if your travel dates are closer.

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If you encounter a disability-related issue about an airline accommodation or service, ask to speak to the airline's Complaint Resolution Official (CRO). A CRO is the airline's expert in disability related issues in air travel and has the authority to resolve complaints on behalf of the airline.

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Whenever a flight is canceled or delayed, it causes huge headaches for travelers, but they're not always owed the relief they think they deserve. U.S. airlines are not required to offer compensation for delays outside their control, like severe weather or air traffic control issues.

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What should you do if you think you'll miss your flight? Travelers who are concerned they're not going to make their flight should immediately alert the airline.

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