The Department’s Office of Aviation Consumer Protection is responsible for reviewing and responding to air travel service complaints against airlines and ticket agents. If your complaint or comment concerns airline safety, please contact the U.S. Department of Transportation’s Federal Aviation Administration (FAA) at www.faa.gov/contact. If your complaint or comment concerns airline security, please contact the U.S. Department of Homeland Security’s Transportation Security Administration (TSA) at TSA-ContactCenter@dhs.gov.
Consistent with our usual practice, we will forward your air travel service complaint to the airline or ticket agent that is the subject of your complaint, and ask that the entity reply to you. We will also review your complaint to determine whether the airline or ticket agent that is the subject of your complaint is complying with Federal aviation consumer protection and civil rights statutes and DOT regulations. We use complaints to track trends or spot areas of concern that may warrant further action in the future. Complaints may also serve as a basis for rulemaking, legislation, and research.
Further, the Office of Aviation Consumer Protection issues a monthly Air Travel Consumer Report (ATCR), which is designed to provide consumers with information on the quality of services provided by airlines. That report includes a section on complaints, which is based on the aggregate of air travel service complaints submitted to the Department. Your air travel service complaint will be included in the monthly ATCR, which is distributed to the industry and made available to the news media and the public so that both consumers and air travel companies can compare the complaint records of individual airlines and ticket agents.
If you are interested in obtaining copies of the ATCR or learning more about the rights of air travelers, we encourage you to visit our website at https://www.transportation.gov/airconsumer. The website contains clear, useful information about passenger rights, and highlights content on topics of greatest concern to consumers, including flight delays and cancellations, refunds, oversales, tarmac delays, and passengers’ right to fly free of discrimination. It also has a collection of helpful tips and information to help you protect yourself while travelling. To obtain electronic versions of air travel consumer publications, go to: https://www.transportation.gov/airconsumer/travel-tips-publications.
Thank you for taking the time to contact us.
Aviation Consumer Protection Division (DOT ACPD)
U.S. Department of Transportation