We all know that when you travel there are many things that could and might go wrong. If you are experiencing problems with your luggage, an airline’s refund policy, or with a booked flight consider filing a complaint against the airline. In the article below, we go over how to file a complaint against an airline with various government and non-government organizations or with the airline itself.
This article outlines 5 ways to file a complaint against an airline:
Did you know we have a free tool powered by AI that helps you create a complaint letter to an airline? Check out our complaint letter tool.
One way to resolve your dispute against an airline is to file a complaint with the airline directly. Most major airlines that fly into or out of the United States allow consumers to file a complaint with their customer service representative at the airport or over the phone. The airline probably also has a way to process complaints online. For example, United Airlines’ Baggage Service Office handles passenger issues relating to baggage. You can call the Baggage Service Office at 1-800-335-2247 or file a claim with United Airlines online.
Further, the Department of Transportation (“DOT”), which is a federal agency that regulates airlines operating in the U.S., requires airlines to:
If the airline's complaint procedure is not clear or even if it is clear and you are having a hard time getting your complaint resolved, consider sending the airline a demand letter. A formal letter usually is taken more seriously than calling an airline. The airline may agree to resolve your complaint without further action.
Did you know we have a free tool powered by AI that helps you create a complaint letter to an airline? Check out our complaint letter tool.
Here is a video on how our demand letter tool works:
Once you are ready to proceed with your complaint against an airline. Follow the steps below:
Keep in mind that the DOT cannot force an airline to resolve your complaint. They only require the airline to respond to your complaint.
Here are the steps the DOT takes when processing consumer complaints against airlines:
For disability and discrimination complaints the process is slightly different:
Be aware that these types of complaints may take some time to process.
If you wish to file a complaint against an airline related to safety, file with the Federal Aviation Administration (“FAA”) instead of filing with the DOT. The FAA handles complaints related to airline and airplane safety, like problems with emergency exit seating, low-flying aircraft, pilot licensing, etc.
To submit a report to the FAA Hotline see the instructions below:
Federal Aviation Administration
Office of Audit and Evaluation
800 Independence Avenue, S.W.
Washington, D.C. 20591
Attn: AAE-300, Room 911
If your airline complaint is related to a security matter, file a complaint with the Transportation Security Administration (“TSA”).
Consumers with concerns about security should call TSA toll-free at 1-866-289-9673, or email TSA at [email protected] .
Another way to resolve your dispute with an airline is tofile a complaint with the Better Business Bureau. The Better Business Bureau (“BBB”), is a nonprofit that serves as an intermediary between consumers and airlines.
The BBB will review your complaint, forward it to the airline, and then give them a certain period of time to respond to your complaint. The BBB cannot force an airline to resolve your complaint or respond to your complaint.
Unlike the DOT, FAA, and BBB, small claims courts actually have the authority to force an airline to make things right. This is because a judge will decide your complaint against an airline and will issue a decision on who is right between you and the airline. Small claims courts are known as the People’s Courts as they were created to give people without an attorney a chance of getting justice. The process is quick and affordable. You may file a lawsuit against an airline in small claims court as long as the amount you intend to sue for is within the small claims court limit (on average $10,000 or less).
Legal Educator at JusticeDirect. Camila holds a law degree and is a certified mediator. Her passion is breaking down complicated legal processes so that people without an attorney can get justice.
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