How To File a Complaint Against an Airline

While most air travel experiences go as planned, disruptions can and do occur. Passengers can experience various issues, from inclement weather to overbooked flights.

These interruptions can be frustrating and upsetting for travelers. Fortunately, the airline complaint process can be an effective way to:

• Address an air travel issue
• Find a resolution
• Spur positive change in the airline industry

This article shares how to file a complaint with an airline. You'll also learn about the impact of airline complaints and how to pursue legal help if necessary.

For more information on travel consumer rights, see FindLaw's Rights to Travel: Consumers Protections and Rules section.

Common Consumer Complaints Against Airlines

There are several types of consumer complaints against airlines. Most revolve around service quality, flight scheduling, and customer care. Common complaints include:

• Airlines overbooking fights and involuntary "bumping" passengers
• Mishandled baggage (lost, delayed, or damaged)
• Airline customer service
• Refunds
• Tarmac delays
• Discrimination
• Disability accessibility
• Aircraft comfort (like cleanliness and seat comfort)
• Flight operations and mechanical issues
• Flight delays and canceled flights
• Booking and scheduling issues
• Issues transporting pets and animals
• Fees for family seating

Federal laws govern some of these concerns. For example, the DOT's "Final Rule" requires airlines to issue automatic refunds for canceled flights, significant delays, and certain fees. In addition, The Air Carrier Access Act protects airlines from discriminating on a disability basis.

The DOT has also proposed banning fees for family seating. This may become the law in the future. Currently, airlines can charge extra to allow families with children to sit together.

Work With the Airline First

If you experience an issue, your first point of contact should be the airline itself. Customer satisfaction and optics are important to major air travel companies. Airlines aim to staff their ticket desks, lounges, terminals, and baggage claims with staff focused on customer service. In many cases, airlines will work with you for reasonable requests.

If you've already checked in for your flight, talk to an airline ticket agent or service desk for the following issues:

• You think you may miss your connecting flight
• Want a refund for a delayed or significantly changed flight
• Concern about being involuntarily bumped due to overbooking
• Baggage fees
• Seating assignment
• Other mishaps involving your upcoming or returning flight

If your checked bag is damaged or missing, work with customer service representatives in the baggage claim area.

Airlines can also be liable (responsible) for any in-flight injuries that occur.

To report an issue while you are no longer at the airport, contact the airline's customer service department. Under DOT rule, U.S. airlines must clearly post on their websites how and where consumers can submit comments and complaints.

Airline staff may find a simple, reasonable solution to your issue. If you aren't successful at this level, you can also file a formal complaint against an airline. The details for this are in the following section.

Filing an Airline Complaint With a Government Agency

If the airline doesn't resolve the issue, you can file complaints with the government agencies overseeing air travel. Different agencies handle specific aspects of air travel and the airline industry. Make sure to direct your complaint to the appropriate agency:

• Flight Safety: Direct concerns involving airline safety concerns to the Federal Aviation Administration (FAA). File your complaint by phone, mail, or via the FAA Hotline Web Form.
• Security Concerns: Direct complaints involving airport or air travel security (or a problem with airport screening that doesn't involve the airline) to the Transportation Security Administration (TSA).
• Consumer Complaints: Submit complaints related to consumer issues (delays, cancellations, lost luggage, and customer service) to the Office of Aviation Consumer Protection division of the DOT. Use the Air Travel Complaint Form or submit your complaint by phone or mail.
• Discrimination Complaints: File complaints related to unlawful discriminatory treatment to the Office of Aviation Consumer Protection division of the DOT.

For disability complaints, airlines must respond to both the complainant and the DOT. Then, a DOT analyst reviews your claim and the airline's response to assess if the airline violated discrimination laws. Attorneys also review these complaints.

The Importance of Filing Air Travel Service Complaints

Filing an official complaint can help prompt a resolution for your issue. It can also point out systemic problems and contribute to improvements in airline operations. Airlines often learn of recurrent issues at specific airports or with particular personnel through passenger complaints.

Passengers who suffer some sort of loss — whether a bag, an injury, or a financial loss — can benefit from submitting a written complaint.

An airline complaint can make an even bigger impact beyond the airline itself. Passenger complaints filed with the Federal Aviation Administration (FAA) and the U.S. Department of Transportation (DOT) are recorded. These federal agencies use complaints to evaluate individual airlines and the broader airline industry. For example, the DOT publishes a monthly Air Travel Consumer Report based on customer complaints.

Further, the DOT relies on consumer complaints to inform the rulemaking process. DOT complaints can also trigger enforcement actions when an airline breaks the rules.

There's also the annual Airline Quality Rating (AQR) published by Wichita State University. The AQR ranks airlines using data for:

• On-time performance
• Denied boardings
• Mishandled baggage
• Customer complaints

This publication attracts considerable media attention. This pressures airlines to take complaints seriously. An airline cited for poor performance or negative customer satisfaction may face reputational damage and increased scrutiny.

You can also file a complaint with the Better Business Bureau (BBB). You can share your airline experience and request the BBB to contact the airline on your behalf to facilitate a resolution.

Consumer reviews also have an impact. Leaving reviews on travel websites, social media, and other online platforms can help other travelers make more informed choices.

Can an Airline Legally Refuse Me Travel?

Before you submit a complaint, it's important to know the circumstances when an airline can legally refuse travel on their aircraft. There are several situations where airlines are within their rights to deny boarding or remove you from a flight. Some of these include:

• Not having the correct travel documents to enter or leave a specific destination
• Safety or security reasons, like inappropriate behavior or intoxication
• Being late to board the plane
• Health concerns due to passenger's serious or contagious illness

An airline can also "bump" passengers if they oversell a flight. While this is legal, they must offer compensation (depending on the length of the delay). They also cannot discriminate against protected classes when deciding what passengers to bump.

Taking Legal Action: Talk to a Consumer Protection Lawyer

Consumers can resolve most airline issues with the air carrier directly or by filing a complaint with a federal agency. But if you haven't secured a solution or aren't satisfied with the resolution, pursuing legal action may be your next option.

If you make a legal claim against an airline, consider getting an attorney's help. Airlines are well-resourced, often with a team of in-house attorneys. You'll want professional legal help on your side if you go up against an airline in small claims court. Still, this may be a wise choice if you've suffered an injury or a significant financial loss due to an airline.

An experienced attorney can review your claim and help protect your passenger rights. Contact a local consumer protection attorney to learn how they can help you find a solution.