What Is a DOT Complaint and When Should You File One?

You’ve called customer service three times. You’ve emailed. You’ve waited on hold, explained your story
again (and again), and still—nothing. No refund. No compensation. No apology. Just frustration.

So what’s next? If you’ve hit a wall with an airline and they’re not doing what they’re supposed to, there’s
one more tool in your travel toolbox that can actually make a difference: Filing a complaint with the
Department of Transportation (DOT). Let’s break down what that means, when it makes sense to do it, and how it can help you get the outcome you deserve.

What Is a DOT Complaint?

A DOT complaint is exactly what it sounds like: a formal complaint filed with the U.S. Department of
Transportation when an airline isn’t following the rules or treating you fairly.

Think of it as telling the teacher when someone breaks the rules—only this teacher has the authority to
make airlines take notice.

The DOT handles consumer complaints about things like:

• Flight delays or cancellations

  1. Refund issues

  2. Lost or damaged baggage

  3. Tarmac delays

  4. Disability discrimination

  5. Being denied boarding (aka bumped from a flight)

  6. Deceptive advertising

Once you file a complaint, the DOT sends it directly to the airline, and the airline is legally required to
respond—usually within 30 days.

When Should You File a DOT Complaint?

You don’t need to file a complaint every time your flight’s late or your seat doesn’t recline. But there are
certain situations where filing a DOT complaint is not just smart—it’s powerful.

Here’s when it makes sense:

1. You’ve been denied a refund for a canceled flight – U.S. regulations are clear: if your flight was canceled and you didn’t travel, you’re entitled to a full refund, not a voucher—period. If the airline is stalling, this is complaint-worthy.

2. You were involuntarily bumped and didn’t get paid. – As we’ve talked about before, if you’re denied
   boarding against your will, you may be owed up to 400% of your fare. If the airline isn’t paying up, a DOT complaint can get things moving.

3. You faced discrimination – Airlines are required to follow accessibility laws for passengers with
   disabilities. If your wheelchair was damaged, assistance was denied, or you were treated unfairly—file a complaint.

4. You’ve already tried contacting the airline and got nowhere – If you’ve been ignored, brushed off, or just keep getting generic replies, it’s time to escalate. A DOT complaint gets your issue in front of a federal regulator—and that matters.

What Happens After You File?

After your complaint is submitted:

1. The DOT sends it to the airline.

2. They’re required to respond to both you and the DOT.

3. Your complaint is logged in a public database.

4. (Yep—airlines do care about their reputation.)

5. The DOT may investigate trends.

6. If multiple people report the same issue, it can lead to rule changes or enforcement actions.

It’s not an instant fix—but it is a pressure point. Airlines don’t want regulators involved, so many cases
suddenly get resolved once the DOT steps in.

How to File a DOT Complaint

Filing a complaint is free and surprisingly simple. Here’s how:

• Go to https://www.transportation.gov/airconsumer/file-consumer-complaint

• Click “File a Consumer Complaint”

• Fill out the form with your flight info and what went wrong

• Submit and keep a copy for your records

You can also file by mail or phone, but online is fastest.

Should You File One Every Time?

No—but don’t let that stop you when it counts. DOT complaints are most effective when there’s a clear
rules violation or the airline is ignoring your legitimate rights. Still not sure if your situation qualifies?
Here's a quick rule of thumb: If it feels like more than just an inconvenience—and the airline won’t make it
right—file.

Bottom Line

Airlines don’t always play fair—but you’re not powerless. A DOT complaint is a way to say: This matters. And someone needs to do something about it. It gets your issue in front of people who can enforce
accountability—and it often leads to results the airline wouldn’t give you on their own.

If you’re ready to file and want help making your case clearly, that’s what we’re here for. At Airclaim Legal
Services, we help passengers take the next step—whether that’s filing a DOT complaint, writing a demand
letter, or getting compensation you’re owed. Your rights don’t stop at the gate. If an airline crossed the line, don’t just accept it.

Know Your Rights. Speak Up. Fly Fair.

Don’t let airlines ignore your rights. If you think you’ve been wronged, we’re here to help.