DOT AIRLINE PASSENGER RIGHTS COMPLAINT

UNITED STATES DEPARTMENT OF TRANSPORTATION

AVIATION CONSUMER PROTECTION DIVISION

COMPLAINANT INFORMATION

Full Name: [________________________________]

Mailing Address: [________________________________]

City: [________________] State: [____] Zip: [__________]

Email Address: [________________________________]

Phone Number: [________________________________]

Preferred Contact Method: ☐ Email ☐ Phone ☐ Mail

AIRLINE INFORMATION

Airline Name: [________________________________]

Flight Number: [________________________________]

Date of Flight: [__/__/____]

Departure City/Airport: [________________________________]

Arrival City/Airport: [________________________________]

Confirmation/Record Locator Number: [________________________________]

TYPE OF COMPLAINT

Select All That Apply:

Flight Cancellation/Delays:
☐ Flight cancellation without adequate rebooking
☐ Significant delay (2+ hours domestic / 3+ hours international)
☐ Failure to provide timely notifications
☐ Denied refund for cancelled flight

Refunds:
☐ Failure to provide automatic refund within 7 days (credit card)
☐ Failure to provide automatic refund within 20 days (cash/check/debit)
☐ Offered voucher instead of cash refund
☐ Refund amount less than fare paid

Tarmac Delays:
☐ Held on tarmac over 3 hours (domestic)
☐ Held on tarmac over 4 hours (international)
☐ Denied food, water, or restroom access during delay

Denied Boarding:
☐ Involuntarily bumped from flight
☐ Denied boarding compensation not offered
☐ Compensation amount incorrect

Baggage Issues:
☐ Lost baggage
☐ Damaged baggage
☐ Delayed baggage
☐ Excessive baggage fees

Customer Service:
☐ Failure to adhere to customer service plan
☐ Misrepresentation of services
☐ Deceptive practices

Disability-Related:
☐ Failure to provide wheelchair assistance
☐ Damaged mobility device
☐ Denied boarding due to disability
☐ Inadequate disability accommodations

Other: ☐ [________________________________]

DETAILED DESCRIPTION OF INCIDENT

Narrative of Events:

[________________________________]
[________________________________]
[________________________________]
[________________________________]
[________________________________]
[________________________________]
[________________________________]
[________________________________]

Timeline of Events:

PRIOR CONTACT WITH AIRLINE

☐ I have contacted the airline regarding this complaint

Date of Contact: [__/__/____]

Method of Contact: ☐ Phone ☐ Email ☐ In-Person ☐ Written Letter ☐ Online Form

Airline Representative Name (if known): [________________________________]

Reference/Case Number: [________________________________]

Airline Response: [________________________________]
[________________________________]
[________________________________]

RELIEF REQUESTED

Monetary Compensation:

Non-Monetary Relief:

☐ Written apology from airline
☐ Policy change
☐ Employee training
☐ Frequent flyer miles/points restoration
☐ Travel voucher (in addition to refund)
☐ Other: [________________________________]

SUPPORTING DOCUMENTATION

Documents Attached:

☐ Copy of ticket/itinerary/confirmation
☐ Boarding pass(es)
☐ Receipts for out-of-pocket expenses
☐ Photos of damaged baggage
☐ Correspondence with airline
☐ Credit card statements
☐ Hotel receipts
☐ Meal receipts
☐ Alternative transportation receipts
☐ Medical records (if applicable)
☐ Other: [________________________________]

CERTIFICATION AND SIGNATURE

I certify that the information provided in this complaint is true and accurate to the best of my knowledge. I understand that filing a false complaint may subject me to penalties under federal law.

☐ I authorize the DOT to share this complaint with the airline for resolution purposes.

☐ I request that my complaint be kept confidential to the extent permitted by law.

Signature: [________________________________]

Printed Name: [________________________________]

Date: [__/__/____]

SUBMISSION INFORMATION

File This Complaint:

Online: https://airconsumercomplaints.dot.gov

By Mail:
Aviation Consumer Protection Division
U.S. Department of Transportation
1200 New Jersey Avenue, SE
Washington, DC 20590

By Phone: 202-366-2220

IMPORTANT NOTES

Time Limits:

• File complaints as soon as possible after the incident
• Refund requests: Airlines must provide automatic refunds within 7 business days (credit card) or 20 calendar days (other payment methods)
• Baggage damage claims: Report within 24 hours for domestic flights

What DOT Can Do:

• Investigate unfair and deceptive practices
• Order airlines to cease violations
• Assess civil penalties against airlines
• Facilitate resolution between passengers and airlines

What DOT Cannot Do:

• Award monetary damages to individual consumers
• Order specific compensation for individual cases
• Represent passengers in court

Additional Resources:

• For small claims court filing, consult your local court
• For significant damages, consider consulting an aviation attorney
• Keep copies of all documents and correspondence

LEGAL REFERENCES

14 CFR Part 259 - Enhanced Protections for Airline Passengers
- Customer service plans required
- Tarmac delay contingency plans
- Prompt refund requirements

14 CFR Part 260 - Definitions and Applicability of Refunds Rule (effective 2024)
- Automatic refund requirements
- Cancelled and significantly changed flights

49 U.S.C. 41712 - Prohibition on Unfair and Deceptive Practices
- Airlines prohibited from engaging in unfair or deceptive practices

This template is provided for informational purposes only and does not constitute legal advice. Consumer protection regulations are subject to change. Verify current requirements with the Department of Transportation.