Who to contact if an airline refuses to refund?

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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If an airline is not honoring its refund policies or the airline's refund policies seem unfair or deceptive consider suing the airline in small claims court. In small claims court, the judge will be the ultimate decider of whether an airline's refund terms are fair or enforceable.

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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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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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I have attached a copy of [state any copy of documents you attached to the letter] to this letter. I am now asking that [name of airline] provide a refund of my flight for [total refund requested] as per [name of airline]'s refund policy. Please refund this balance to [state where you want the refund sent to].

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That may be because of the large number of flight cancellations and delays, as the airline industry has struggled to keep up with the post-pandemic demand for travel. On average, 1 in 5 flights arrived behind schedule as of July 2022.

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Can IATA help me with my airline/travel agency complaint? ?While we serve the airline industry, we are not a regulatory body, and cannot intervene in service disputes or other commercial matters involving airlines or agents and their customers.

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Airlines are not required to offer both a hold and a refund option. Check your airline's policy before purchasing a ticket. However, if an airline accepts a reservation without payment, it must allow the consumer to cancel the reservation within 24 hours without penalty.

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Customer Returns and Refunds Under Federal Law While many retailers have decided this makes for the best business practice, they aren't legally required to accept returns. Rather, retailers are required to accept returns only if the sold good is defective or if they otherwise break the sales contract.

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What to Include in Your Complaint Letter
  1. The facts surrounding your complaint. ...
  2. Ask for compensation or make a demand using clear, concise, and professional language. ...
  3. Include any law or act you are relying on. ...
  4. Include your contact information. ...
  5. Attach travel documents. ...
  6. Include a deadline.


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To file a EU261 claim, you must have a valid ticket and booking confirmation. Although revenue and award tickets qualify for compensation, free or reduced fares that are not available to the public are excluded from compensation.

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Our pick of the best flight compensation companies
  • Skycop.com: Top choice overall.
  • AirHelp.com: Most widely recognized.
  • ClaimCompass.eu: Superior value.
  • Flightright.com: Most adaptive.
  • Flight-Delayed.co.uk: Most user-friendly.
  • AirAdvisor.com: Smoothest interface experience.
  • Refundmore.com: Utmost reliability.


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Difficulties getting refunds were the top complaints in 2022, according to the report. Flight problems, including delays and cancellations, were second. Lost, damaged or pilfered luggage was the third-most common complaint.

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For the general complaint section, people brought up reasonable things to be mad at, like rude and unhelpful employees, larger-scale cancellations and other flight issues, and prices of flights.

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