Here's how to file an air travel complaint

Travel is one of life's greatest joys, but it can often be accompanied by numerous headaches, such as dealing with flight delays.

For example, air traffic controllers lost contact with pilots at Newark Airport in May, resulting in weeks of massive delays. Then, last month, we saw new data around flight delays skyrocketing this summer. After that, a United pilot declared Mayday and rerouted the plane.

However, we now have some good news about how to handle airline travel complaints.

New DOT air-travel complaint system

The Department of Transportation has unveiled a newly streamlined process for filing air travel-related complaints, aiming to make the resolution journey smoother for travelers. Announced on Wednesday, August 13, the overhaul replaces a decades-old system that was, until now, relying on outdated 1990s technology—slowing down communication between airlines, ticket agents, and the DOT.

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With the new system, travelers can file complaints online and expect to receive immediate notification sent to the relevant airline or ticket agent. That real-time update is expected to shave off delays and accelerate the resolution timeline.

“I’m committed to making USDOT work better for the American people,” said Transportation Secretary Sean P. Duffy in a statement. “By modernizing our technology and getting rid of outdated legacy systems, we can better serve the traveling public and maximize efficiencies.” The agency noted that the revamped platform also offers stronger data security and improved privacy protections for users.

How to file an air travel-related complaint

While travelers are still encouraged to reach out to their airline or travel agency first, formal complaints remain a crucial tool for the DOT’s Office of Aviation Consumer Protection (OACP), which uses the data to track industry patterns and determine when enforcement is necessary.

With the new DOT system, travelers can file complaints online.

Why is it important to file an air travel complaint?

According to the agency’s website, all civil rights complaints are investigated, with findings shared directly with the consumer. For other types of complaints, individual responses aren’t guaranteed due to high volume—but each case is reviewed and considered during audits and compliance checks to ensure airlines and travel agents are meeting consumer protection standards.

Yahoo CreatorCassandra BrooklynI'm Cassandra, a freelance writer, guidebook author, and photographer who loves all things outdoors. I've written for The New York Times, National Geographic, Wall Street Journal, Lonely Planet, Travel + Leisure, and dozens more. My work tends to focus on sustainability, accessibility, and the outdoors and I have a special love for hiking, biking, and kayaking. I started as a solo traveler, now do a lot of family travel, and also multi-gen and accessible travel.FollowFollow