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It’s been a tough week for travelers with widespread cancellations and delays after an IT issue disrupted the flight operations for some of the largest airlines in the world. Delta Airlines, in particular, has struggled to recover. Thousands of its flights have been canceled or delayed over the last few days, and the U.S. Department of Transportation launched an investigation into the airline as a result of passenger complaints.
For those who have faced a delay, cancellation, or other interruption, the United States Department of Transportation (DOT) has an easy way to file a complaint, which tracks the issue and potentially provide a resolution.
The DOT encourages travelers to first reach out to the airlines regarding the problem, as it can often be solved faster than filing a complaint.
“Before you contact DOT for help with an air travel problem, you should give the airline a chance to resolve it,” the DOT shares on the complaint site. “Airlines have trouble-shooters at the airports, usually called Customer Service Representatives, who can take care of many problems on the spot.”
In circumstances where the airline doesn’t solve or acknowledge the problem, passengers can visit the DOT’s Air Travel Service Complaint or Comment Form.
The form can be completed by the passenger, or a relative of the passenger, which can be helpful when filing on behalf of a child, or a passenger who is unable to complete the form themselves. The complaint form also asks for information about the airline, flight itinerary, and description of the problem. Travelers can also upload different files, such as documents or images, to help illustrate the reason for their complaint.
The complaint form should not be used for safety issues as those are handled by the Federal Aviation Administration (FAA).
In addition to the form, passengers can visit FlightRights.gov for a listing of the benefits and rights they are entitled too.
“I want to emphasize that in the last two years, we’ve dramatically expanded passenger protections,” U.S. Secretary of Transportation Pete Buttigieg shared in a December 2023 interview with Travel + Leisure. “If you do have a problem after the fact, you can use that website to reach out to us with a complaint. We hope it doesn’t come to that but we have helped passengers get $2 billion in refunds and counting. So if you do need our help, we are here to have your back.”
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