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Air Travel Service Complaint or Comment Form (Not Related to Airline Safety, such as airworthiness of aircraft, certification of pilots, and operation of air traffic control, or Security Issues)

Please use this form to file a complaint or comment about service you received or requested from an airline or ticket agent that does not relate to airline safety or security . This may include, but is not limited to, topics such as flight delays and cancellations, overbooking, disability, tarmac delays, baggage, discrimination, refunds, ticketing practices, family seating, frequent flyer programs, charter flights, privacy and air ambulance service.

The information that you provide in your complaint or comment form will be provided to the appropriate airline or ticket agent. More detailed information about DOT's complaint handling process, and other helpful information for air travelers is available here .

Read DOT's Airline Consumer Privacy Act Statement (5 U.S.C. § 552a) .

Items marked with a * are required.

Check the box below if your complaint involves discrimination based on disability (mobility assistance, travel with a service animal, etc.), race, color, national origin, religion, sex (including gender identity and sexual orientation), or ancestry .

Incidents of Sexual Misconduct

Sexual misconduct is a broad term. It encompasses any behavior or attempted behavior of a sexual nature that is committed without consent or with someone incapable of consent, or by force, intimidation, coercion, or manipulation. Sexual misconduct also includes physical or verbal advances or harassment of a sexual nature, or public indecent exposure.

If your complaint relates to or includes allegations of sexual misconduct please contact the FBI . Generally, a crime committed aboard an aircraft falls within the jurisdiction of the FBI. Separate from the FBI, the FAA also has the authority under 49 U.S.C. § 46318 to investigate incidents of sexual assault or threats of sexual assault – report such incidents to FAA .

DOT’s Office of Aviation Consumer Protection does not have the authority to conduct criminal investigations.

Safety and Security Complaints

Please note that aviation safety and security complaints are not handled by DOT’s Office of Aviation Consumer Protection.

Safety Complaints

• If you have a concern about airline safety (airline and airplane safety, emergency exit seating, low-flying aircraft, pilot licensing and related issues), please visit the Federal Aviation Administration's (FAA) website to report a safety-related issue .

Security Complaints

• If you have a concern about aviation security (passenger screening, the “no-fly” list, the baggage screening process, and related issues), please visit the Transportation Security Administration’s (TSA) website to report a security-related issue .

Note - Please only hit Submit once as our system sometimes takes a few moments to process your complaint.

A federal agency may not conduct or sponsor, and a person is not required to respond to, nor shall a person be subject to a penalty for failure to comply with a collection of information subject to the requirements of the Paperwork Reduction Act unless that collection of information displays a current valid OMB Control Number. The OMB Control Number for this information collection is 2105-0568. Public reporting for this collection of information is estimated to be approximately 15 minutes per response, including the time for reviewing instructions, gathering the data needed, and completing and reviewing the collection of information. All responses to this collection of information are voluntary, and will be provided confidentiality to the extent allowed by the Freedom of Information Act (FOIA). Send comments regarding this burden estimate or any other aspect of this collection of information, including suggestions for reducing this burden to: Aviation Consumer Protection Division, Office of the Secretary, W96-473, 1200 New Jersey Avenue, SE, Washington, D.C. 20590.

If you use the web complaint form above, we would welcome any comments that you may have about that process. Please email any such comments to [email protected] . (That address does not accept complaints about air service, only comments about the web complaint form process.)

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Air Travel Consumer Report: June 2024 Numbers

Contact:  [email protected]

WASHINGTON – The U.S. Department of Transportation (DOT) today released its Air Travel Consumer Report (ATCR) on airline operational data compiled for the month of June 2024 and the first six months of 2024 for on-time performance, mishandled baggage, mishandled wheelchairs and scooters, and second quarter oversales. The ATCR is designed to assist consumers with information on the quality of services provided by airlines. 

For June 2024, 1.3% of flights were cancelled, lower than the 2.1% cancellation rate for June 2023, lower than the 3.1% cancellation rate for June 2022, and lower than the 2.1% cancellation rate in pre-pandemic June 2019.     

For the first six months of 2024, the reporting marketing carriers posted a cancellation rate of 1.4%, down from 1.6% for the same period in 2023, down from 3.2% for the same period in 2022, and down from 2.4% for the same period in 2019.

DOT expects that airlines will operate flights as scheduled and that when they do not, airlines will provide consumers the services promised when a flight is cancelled or delayed because of an airline issue. After a two-year DOT push to improve the passenger experience, the 10 largest U.S. airlines now guarantee meals and free rebooking on the same airline and nine guarantee hotel accommodations. Consumer-friendly information regarding airline commitments to their customers is available on the Department’s Airline Customer Service Dashboard at FlightRights.Gov . DOT also pushed the 10 largest U.S. airlines to provide fee-free family seating and rolled out a new family seating dashboard that highlights the airlines that guarantee fee-free family seating and those that don’t. Four airlines – American Airlines, Alaska Airlines, JetBlue Airways, and Frontier Airlines - have stepped forward to guarantee fee-free family seating. 

Flight Operations

The 643,484 flights operated in June 2024 were 107.12% of the 600,721 flights operated in June 2023. Operated flights in June 2024 were up 7.12% year-over-year from the 600,721 flights operated in June 2023 and up 0.52% month-over-month from 640,137 flights operated in May 2024.   

In June 2024, the 10 marketing network carriers reported 651,799 scheduled domestic flights, 8,315 (1.3%) of which were cancelled. In May 2024, airlines scheduled 649,428 domestic flights, 9,291 (1.4%) of which were cancelled. In June 2023, airlines scheduled 613,577 domestic flights, 12,856 (2.1%) of which were cancelled.

June 2024 On-Time Arrival

In June 2024, reporting marketing carriers posted an on-time arrival rate of 74.3%, up from both 72.6% in May 2024 and 71.3% in June 2023. The year-to-date on-time arrival rate for 2024 is 76.9%.

Highest Marketing Carrier On-Time Arrival Rates June 2024 (ATCR Table 1)

• Hawaiian Airlines – 83.6%
• Delta Air Lines Network – 78.6%
• Alaska Airlines Network – 76.8% 

Lowest Marketing Carrier On-Time Arrival Rates May June (ATCR Table 1)

• Frontier Airlines – 61.3%
• JetBlue Airways – 69.7%
• Spirit Airlines – 70.7%

For the first six months of 2024, the reporting marketing carriers posted an on-time arrival rate of 76.93%, up from 76.48% for the same period in 2023.

June 2024 Flight Cancellations

In June 2024, reporting marketing carriers cancelled 1.3% of their scheduled domestic flights, lower than both the rate of 1.4% in May 2024 and the rate of 2.1% in June 2023. The year-to-date cancellation rate for 2024 is 1.4%.

Lowest Marketing Carrier Rates of Cancelled Flights June 2024 (ATCR Table 6)

• Southwest Airlines – 0.3%  
• Alaska Airlines Network – 0.6%   
• Hawaiian Airlines – 0.7%    

  Highest Marketing Carrier Rates of Cancelled Flights June 2024 (ATCR Table 6)

• Frontier Airlines – 3.5%    
• Spirit Airlines – 2.6%    
• JetBlue Airways – 2.5%    

For the first six months of 2024, the reporting marketing carriers posted a cancellation rate of 1.4%, down from 1.6% for the same period in 2023.

Complaints About Airline Service

Last month, DOT released data on the submissions (complaints, inquiries, and opinions) it received from consumers about air travel for June-December 2023 and the full calendar year 2023.   

The release of the submissions data in the ATCR continues to be delayed primarily because of the high volume of complaints against airlines and ticket agents received by the Office of Aviation Consumer Protection (OACP) and the time needed to review and process these consumer complaints using the Department’s outdated legacy consumer complaint application system. Over the past three years, complaints made up an average of 91% of consumer submissions. DOT plans to release data on the submission received from consumers about air travel for January-May 2024 in September.

The Department has been actively working on modernizing its system for handling consumer complaints with the support of a Technology Modernization Fund (TMF) investment to improve the customer experience for the tens of thousands of consumers who use the system each year. The modernization of the system will also enable OACP to engage in oversight of the airline industry more effectively and report complaint data to the public more quickly.   

Tarmac Delays

In June 2024, airlines reported 70 tarmac delays of more than three hours on domestic flights, compared to 38 tarmac delays of more than three hours on domestic flights reported in May 2024. In June 2024, airlines reported six tarmac delay of more than four hours on an international flight, compared to four tarmac delay of more than four hours on international flights reported in May 2024. 

Airlines are required to have and adhere to assurances that they will not allow aircraft to remain on the tarmac for more than three hours for domestic flights and four hours for international flights without providing passengers the option to deplane, subject to exceptions related to safety, security, and Air Traffic Control related reasons. An exception also exists for departure delays if the airline begins to return the aircraft to a suitable disembarkation point to deplane passengers by those times.

The Department investigates extended tarmac delays.

Mishandled Baggage

In June 2024, reporting marketing carriers handled 44.6 million bags and posted a mishandled baggage rate of 0.58%, same as the rate of 0.58% in May 2024, and lower than the rate of 0.70% in June 2023.

For the first half of 2024, the carriers posted a mishandled baggage rate of 0.56%, lower than the rate of 0.61% posted in the first half of 2023.

The Department began displaying the mishandled baggage data as a percentage (i.e., per 100 bags enplaned) in January 2022. This is consistent with the manner that the mishandled wheelchairs and scooters rate is calculated and displayed.     In the prior three calendar year reports (2019 to 2021), the Department calculated the mishandled baggage rate based on the number of mishandled bags per 1,000 checked bags. 

Mishandled Wheelchairs and Scooters

In June 2024, reporting marketing carriers reported checking 82,778 wheelchairs and scooters and mishandling 1,075 for a rate of 1.30% mishandled wheelchairs and scooters, higher than the rate of 1.24% mishandled in May 2024 and lower than the rate of 1.45% mishandled in June 2023.

For the first half of 2024, the carriers posted a mishandled wheelchair and scooter rate of 1.31%, lower than the rate of 1.37% posted in the first half of 2023.

To address many of the significant barriers and challenges experienced by passengers who use wheelchairs, the Department has proposed a rulemaking that, if adopted as proposed would make it an automatic violation of the Department’s Air Carrier Access Act regulations for airlines to mishandle a passenger’s wheelchair. This Notice of Proposed Rulemaking would also enhance training requirements for airline personnel who provide hands-on transfer assistance to passengers and handle wheelchairs. 

Bumping/Oversales

Bumping/oversales data, unlike other air carrier data, are reported quarterly rather than monthly. For the second quarter of 2024, the 10 U.S. reporting marketing carriers posted an involuntary denied boarding, or bumping, rate of 0.33 per 10,000 passengers, lower than the rate of 0.36 in the second quarter of 2023 and higher than the rate of 0.20 in the fourth quarter of 2023.

For 2024 year to date, the carriers posted bumping/oversales rate of 0.30% lower than the rate of 0.33% for year-to-date 2023.

Incidents Involving Animals

In June 2024, carriers reported one incident involving the death, injury, or loss of an animal while traveling by air, lower than the two reports filed in May 2024 and equal to the one report filed in June 2023. June’s incident involved the death of one animal.

As part of its IT modernization, DOT’s Office of Aviation Consumer Protection (OACP) is improving the options for covered carriers to submit their monthly and annual Reports on Incidents Involving Animals During Air Transport. While the new system is being developed, OACP continues to collect and publish monthly reports on animal incidents from covered carriers but has permitted carriers to delay submission of the annual report on the total number of animals transported and the total number of incidents involving animals during air transport. Annual data on such incidents will be published when DOT receives carriers’ complete submissions of the 2023 data. 

Consumers may file air travel consumer or civil rights complaints online at  https://secure.dot.gov/air-travel-complaint , or they may mail a complaint to the Office of Aviation Consumer Protection, U.S. Department of Transportation, C-70, W96-432, 1200 New Jersey Avenue, SE, Washington, DC 20590.

The ATCR and other aviation consumer matters of interest to the public can be found at https://www.transportation.gov/airconsumer .

DOT’s Historic Record of Consumer Protection Under the Biden-Harris Administration

• DOT has issued a final rule that requires airlines to provide automatic cash refunds to passengers when owed and another final rule to protect consumers from costly surprise airline fees. These rules significantly expand consumer protections in air travel, provide passengers an easier pathway to refunds when owed, and save consumers more than half a billion dollars every year in hidden and surprise junk fees. Provisions of the final rule on airline refunds were fortified through the FAA Reauthorization Act of 2024 (Public Law 118-63) that President Biden signed into law on May 16, 2024. The final rule that DOT issued to protect consumers against costly airline junk fees has been challenged in court by the airline industry and the court has put a temporary hold on implementation of this rule. The Department will continue to defend this rule and notes that nothing in the Court’s decision prevents airlines from voluntarily complying with this common-sense rule.
• In addition, DOT is improving transportation for individuals with disabilities. In July 2023, DOT finalized a rule which requires airlines to make lavatories on new, single-aisle aircraft more accessible. Then, in February 2024, DOT issued a proposal to address other barriers that Americans who use a wheelchair encounter when it comes to air travel by, among other things, proposing to mandate enhanced training for airline employees and contractors who physically assist passenger with disabilities and handle passengers’ wheelchairs.
• Further, when necessary, DOT takes enforcement action against airlines and ticket agents that fail to comply with the Department’s aviation consumer protection requirements. In 2023, DOT issued the largest fines in the history of the consumer protection office. This includes a $140 million penalty against Southwest Airlines for failing passengers during the 2022 holiday meltdown. That penalty, which was in addition to over $600 million DOT already ensured was refunded by Southwest to passengers, requires Southwest to establish a $90 million compensation system for passengers affected by significant delays and cancellations beginning April 30, 2024 . Additionally, DOT has helped return nearly $4 billion in refunds to travelers since the pandemic began.
• In April, DOT announced the launch of the bipartisan Airline Passenger Protection Partnership with 18 state attorneys general to investigate airlines and ticket agents and hold them accountable when they violate aviation consumer protection laws. The partnership significantly expands the Department’s oversight capacity by establishing a new fast-track system prioritizing misconduct cases from state attorneys general who uncover unfair or deceptive airline practices. Through the partnership, DOT will provide state attorneys general with access to the federal complaint database and help ensure that airlines cooperate with state investigations. 

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TSA readies for busiest Labor Day travel period on record, provides top travel tips to help airline passengers prepare

WASHINGTON — The Transportation Security Administration (TSA) is prepared to screen more than 17 million people during what is expected to be the busiest Labor Day travel period on record, which will run Thursday, August 29 through Wednesday, September 4. The peak travel day is projected to be August 30, when TSA expects to screen 2.86 million people.

Air travel volumes this summer are the highest the agency has seen in its history. The agency expects passenger volumes to be 8.5 percent higher than last year during this time, and has already screened 239.8 million people since Memorial Day weekend, which is an average of  2.7 million per day. The top ten busiest travel days in the agency’s history have all occurred this year since May 2024. The agency reached a new milestone on July 7, when Transportation Security Officers (TSOs) screened more than 3 million people in a single day.

“People are traveling more than ever this summer and TSA along with our airline and airport partners stand ready to close the busiest summer travel period on record during this upcoming Labor Day weekend,” said TSA Administrator David Pekoske. “I commend our vigilant workforce, from our TSOs on the front lines at airport security checkpoints across the country to those behind the scenes, working hard to keep the transportation system secure—especially as we continue to roll out new checkpoint technology that improves security effectiveness, efficiency, and the passenger experience.”

TSA is staffed to meet its wait time standards, which are 10 minutes and under in TSA PreCheck® lanes and 30 minutes and under in standard screening lanes. With this increase in travel volumes, TSA recommends airline passengers travel with ease by enrolling in the TSA PreCheck Trusted Traveler Program , where members do not need to remove shoes, belts, 3-1-1 liquids, laptops, food items, and light jackets at the checkpoint. TSA PreCheck members are reminded to make sure their Known Traveler Number (KTN) is in their airline reservation so it appears on their boarding pass.

REAL ID will go into effect in less than nine months, starting May 7, 2025. Airline passengers will soon need a REAL ID-compliant form of identification when flying. If the driver’s license is not REAL ID-compliant, they must have another form of acceptable identification, such as a U.S. passport. REAL ID driver’s licenses and identification cards have a small star in the upper right corner indicating they meet federal regulations that establish minimum security standards.

Check out TSA’s top travel tips for an efficient and successful trip through security.

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Strengthening Our World-Class Highway System

Bipartisan infrastructure law.

The Infrastructure Investment and Jobs Act , also known as the “Bipartisan Infrastructure Law,” is the largest long-term investment in our infrastructure and economy in our nation’s history. It provides $550 billion over fiscal years 2022-2026 in new federal investment in roads, bridges, and mass transit, water infrastructure, resilience, and broadband.

Inflation Reduction Act

The Inflation Reduction Act provides over $5 billion in funds available through September 2026. The funds will be used for three new FHWA programs–the Neighborhood Access and Equity Grant Program, the Low-Carbon Transportation Materials Grants, and the Environmental Review Implementation Funds program.

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EDC is a State-based model that identifies and rapidly deploys proven, yet underutilized innovations that make our transportation system adaptable, sustainable, equitable and safer for all. Proven innovations promoted through EDC facilitate greater efficiency at the State, Local and Tribal levels, saving time, money, and resources to ensure our infrastructure is built better, faster, and smarter.

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Visit Turner-Fairbank Highway Research Center’s virtual tour covering the Nation’s premier facility for advanced and applied transportation research and development. Explore the virtual tour touchpoints for information on our equipment, research, and history. Start your virtual tour now.

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FHWA also conducts research and provides technical assistance to state and local agencies to improve safety, mobility, and to encourage innovation.

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Public Roads Magazine Summer 2024

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Airline Cancellation and Delay Dashboard

The U.S. Department of Transportation has created a dashboard to ensure the traveling public has easy access to information about services that U.S. airlines provide to mitigate passenger inconveniences when the cause of a cancellation or delay was due to circumstances within the airline’s control. A green check mark on the dashboard means an airline has committed to providing that service or amenity to its customers. A red “x” means the airline has not made that commitment. However, airlines with a red “x” may provide these services and amenities in some instances in their discretion.

Commitments for Controllable Cancellations

Commitments for controllable delays.

Please click this link for an alternative text version of the dashboard . 

These ten large U.S. airlines and their regional operating partners, which operate flights for them but do not sell tickets, account for approximately 96 percent of the domestic scheduled passenger air traffic.

Use the above dashboard to learn about the amenities that the U.S. airline that you are flying on has promised to provide should there be a controllable flight cancellation or delay. You can also use the dashboard to compare amenities that the airlines commit to provide in the event of a controllable flight cancellation or delay when deciding which airline to fly.

A controllable flight cancellation or delay is essentially a delay or cancellation caused by the airline. Examples include: maintenance or crew problems; cabin cleaning; baggage loading; and fueling.

Airlines are required to adhere to the promises that they make in their customer service plan, including commitments to care for customers in the event of controllable delays or cancellations. The Department will hold airlines accountable if they fail to do so.

Remember these commitments do not impact your entitlement to a refund. If an airline cancels a passenger’s flight or makes a significant change in the flight, regardless of the reason , airlines are required to provide a prompt refund to a ticketed passenger, including those with non-refundable tickets, should the passenger choose not to accept the alternative offered, such as rebooking on another flight. Learn more about your right to a refund . If you have a problem obtaining a refund that you believe that you are entitled to receive, you may file a complaint with the DOT . If you are an airline passenger with a disability looking for more information regarding your rights during air travel,  please follow this link to our disability webpage .

Frequently Asked Questions

Am I entitled to money or other compensation beyond a refund from an airline if my flight is significantly delayed or cancelled?

• Each airline has its own policies about what it will do for delayed or cancelled passengers. If an airline has made a commitment to provide a particular service or compensation, then the Department can hold the airline accountable. The Airline Customer Service Dashboard provides a summary of the commitments made by U.S. airlines to mitigate passenger inconveniences for controllable delays and cancellations.
• If your flight is experiencing a long delay or is cancelled, ask airline staff if they will pay for meals or a hotel room or compensate you for your time. While some airlines offer these amenities to passengers, others may not provide amenities to stranded passengers. The Department has initiated a rulemaking that would require airlines to provide compensation and cover certain expenses such as meals and hotels when the airline causes the flight disruption.

When and how do I find out how long my flight will be delayed or cancelled?

• Airlines are required to provide passengers with information about a change in the status of the flight in various ways in a timely manner.
• If the flight is scheduled to depart within 7 days, airlines are required to provide status updates 30 minutes (or sooner) after the airline becomes aware of a status change. The flight status information must, at a minimum, be provided on the airline's website and by the airline's telephone reservation system. Also, the airline must update all flight status displays and other sources of flight information at U.S. airports that are under the airline's control within 30 minutes after the airline becomes aware of the problem.
• For travel itinerary changes involving passengers whose flights are scheduled more than a week in the future, notification should be provided to the passengers as soon as practical. A specific timeframe or method for providing that information has not been set forth in law.

Why are flights sometimes delayed for several hours or cancelled?

• While airlines want to get passengers to their destinations on time, problems like bad weather and mechanical issues can and sometimes do make it difficult for flights to arrive on time or result in flights being cancelled.
• When there are delays, it is sometimes difficult for an airline to estimate how long a delay will be during its early stages. When a flight delay unexpectedly becomes longer and longer, this is called a “creeping delay.” During “creeping delays,” unexpected developments can cause a delay to be longer than anticipated. For example, weather that was supposed to improve can instead become worse, or a mechanical problem can turn out to be more complex than the airline originally thought.

See below for detailed information about airline customer service commitment plans.

Airlines' Customer Service Plans

• Alaska Airlines
• Allegiant Air
• American Airlines
• Delta Air Lines
• Frontier Airlines
• Hawaiian Airlines
• JetBlue Airways
• Southwest Airlines
• Spirit Airlines
• United Airlines

Driving in Colorado

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Security Alert May 17, 2024

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Tuvalu Travel Advisory

Travel advisory august 9, 2023, tuvalu - level 1: exercise normal precautions.

Reissued with updates to health information and Travel Advisory Level.

Exercise normal precautions in Tuvalu. 

Read the  country information page  for additional information on travel to Tuvalu.

Commercial transportation to/from Tuvalu is sporadically available. 

If you decide to travel to Tuvalu:  

• Enroll in the  Smart Traveler Enrollment Program (STEP)  to receive Alerts and make it easier to locate you in an emergency.    
• Follow the Department of State on Facebook and Twitter .  
• Review the  Country Security Report  for Tuvalu.
• Visit the CDC page for the latest  Travel Health Information  related to your travel.    
• Prepare a contingency plan for emergency situations. Review the  Traveler’s Checklist .     

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