File a consumer complaint

How Can We Help You?

Safety and Security Complaints

Consumers with concerns about airline safety should call the Federal Aviation Administration toll-free at 1-866-TELL-FAA (1-866-835-5322). For additional information, go to the Federal Aviation Administration (FAA) to report a safety-related travel problem.

Consumers with concerns about aviation security can contact the Transportation Security Administration (TSA):

Airline Service Complaints and Comments

Complaints and comments about airline service other than safety or security issues may be registered with DOT's Aviation Consumer Protection Division (ACPD). You can call, write or use our web form.

  • You may call the ACPD 24 hours a day at 202-366-2220 (TTY 202-366-0511) to record your complaint. Calls are returned Monday through Friday, generally between 7:30 am and 5:00 pm Eastern time.
  • You may send us a letter at:
Aviation Consumer Protection Division, C-75
U.S. Department of Transportation
1200 New Jersey Ave, S.E.
Washington, D.C. 20590
  • You can send us a complaint, comment or inquiry electronically by using our web form. This form allows us to capture information more accurately and process it more efficiently. The web form allows you to attach a file.

Whether you call, write or use the web form, please be brief and concise in the description of your problem and be sure to include the following information:

  • Your name
  • Complete address
  • Daytime phone number (including area code)
  • e-mail address
  • Name of the airline or company about which you are complaining
  • Flight date
  • Flight number if known
  • Origin and destination cities of your trip.

If you send us a letter, you should also include a copy (not the original) of your airline ticket or itinerary sheet and any correspondence you have already exchanged with the company.

What Happen's Next?

All complaints are entered in DOT's computerized aviation industry monitoring system, and are charged to the company in question in the monthly Air Travel Consumer Report. This report is distributed to the industry and made available to the news media and the general public so that consumers and air travel companies can compare the complaint records of individual airlines and tour operators. 

These complaints are reviewed to determine the extent to which carriers are in compliance with federal aviation consumer protection regulations. This system also serves as a basis for rulemaking, legislation and research. Where appropriate, letters and web form submissions will be forwarded to an official at the airline for further consideration.

Disability and Discrimination Complaints

If your complaint alleges discriminatory treatment in air travel by personnel of an air carrier or its contractors (e.g., pilots, gate agents, flight attendants) on the basis of disability or on the basis of race, color, national origin, sex, religion or ancestry, we encourage you to file your complaint with DOT's Aviation Consumer Protection Division by using our web form.

If you prefer, you may also file disability and discrimination complaints by sending us a letter or by completing complaint forms that you may download and print.

If you feel that you have been the subject of discriminatory action or treatment at an airport by security or law enforcement personnel, we provide additional information on where to file your complaint.

Additional Resources

Updated: Friday, January 11, 2013