Air travel complaints

Make an air travel complaint

Issues we can help with

  • Compensation for a flight delay, cancellation or tarmac delay
  • Compensation and expenses for lost, delayed or damaged baggage
  • Compensation for denied boarding (bumping)
  • A refund of a ticket, part of a ticket, or a replacement ticket
  • A refund of fees paid (baggage fees, seating fees, change fees, unaccompanied minor fees etc.)
  • Reimbursement for out-of-pocket expenses (accommodation, transportation, food/drink)
  • Other (refusal to transport, ticket issues, reservations, vouchers, credits, fares, loyalty programs, travelling with children)

Accessibility issues

  • Persons with disabilities have a right to equal access to federal transportation services. We can help with complaints that are related to a person's disability and that relate to travel on the national transportation system
  • Make an accessibility complaint

Issues we cannot help with

  • Travel agents or tour operators
  • Customs, immigration, or security
  • Airport facilities and services (not related to accessibility)
  • Airline customer service
  • Aviation safety
  • Unfair competitive services, including false advertising
  • Human rights violation
  • Airplane noise complaints
  • Bilingual airline service

Already submitted a complaint?

  • Check the status of your complaint online
  • You do not have to submit a new complaint
  • The wait time and the complaint process will not impact the compensation or other entitlements that you may be owed.

Before you make a complaint

You will be asked in the form to provide information about your flight and the problems you experienced.
You will also need to upload your documents throughout the form.

Documents and information you will need:
  • Proof that you contacted the airline in writing
  • Airline ticket, booking confirmation or invoice
  • Airline booking number or reservation code.
  • Booking details, including the complete flight itinerary.
Documents you may also need:
  • Receipts for out-of-pocket expenses related to the problem you experienced
  • Ticket number
  • Boarding pass
  • If you were denied boarding (bumping), you will need written confirmation of what the airline offered you
For baggage issues, you may also need:
  • Property Irregularity Report (PIR) or Incident report
  • Damaged property report, if provided
  • Complete list of missing or damaged items, including the value per item
  • Receipts for replacement items

How the process works

Step 1:
Passenger form submitted and goes
into the queue

Step 2:
Complaint resolution Start Notice issued
Day 0

Step 3:
Airline answer and passenger reply

Step 4:
Eligibility review 

Step 5 optional:
Informal resolution (mediation)
starts by day 30

Step 6:
Final decision
completed by
day 90

Read more about air travel complaint resolution process.

What you need to know about delays, cancellations and missing baggage

Find out what you should do, and what your rights are

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