How to file an airline complaint with DOT, the CTA or in Australia

In all three countries, the first step is the same: complain to the airline in writing and keep proof. If that doesn't resolve it, each country has its own next step. In the US, it's the Department of Transportation (DOT). In Canada, it's the Canadian Transportation Agency (CTA), after a 30-day wait. In Australia, it's a set of external bodies, with a new ombuds scheme on the way.

This guide covers each route, the deadlines, and what to include so your complaint is complete the first time.

Step one everywhere: a written complaint to the airline

Write, don't just call. A written complaint gives you a date, a record and proof for any regulator.

Include:

• your full name, booking code, flight numbers and dates

• what happened, in order, with times

• what the airline told you, quoted from its emails or app

• the rule or policy you're relying on, if you know it

• what you're asking for: a refund, compensation, reimbursement of expenses, or an explanation

• copies of receipts, boarding passes and notices

Use the airline's complaint form or customer relations email. Keep the confirmation message or a screenshot.

United States: DOT

Airline deadlines. Under 14 CFR Part 259, airlines must acknowledge a written complaint within 30 days and send a substantive written response within 60 days. They must publish where to send complaints on their website and on e-ticket confirmations.

When to go to DOT. DOT suggests giving the airline a chance first, including its staff at the airport, who can often arrange meals, hotels or rebooking on the spot. If you're not satisfied with the airline's answer, you can file a complaint with DOT.

How. Use the complaint form on DOT's Aviation Consumer Protection website, or write to:

Office of Aviation Consumer Protection, U.S. Department of Transportation, 1200 New Jersey Avenue SE, Washington, DC 20590

Include your full address, email, phone number, and complete details of the trip and the problem.

What happens next. DOT sends your complaint to the airline or ticket agent, which must respond to you and send DOT a copy. DOT doesn't investigate every service complaint. It reviews complaints to check whether airlines are following the rules, and complaints can lead to enforcement action. Disability and discrimination complaints are reviewed individually.

Safety concerns go to the Federal Aviation Administration (FAA), and security screening concerns to the Transportation Security Administration (TSA).

Canada: the CTA

Claim deadlines with the airline. According to the CTA:

• flight delays and cancellations: request compensation within 1 year; the airline has 30 days to pay or explain why not

• damaged baggage: within 7 days of receiving it

• delayed baggage: within 21 days of receiving it

• lost baggage: as soon as possible

Wait 30 days. Before you can complain to the CTA, you must contact the airline in writing and wait up to 30 days for a reply.

Proof the CTA accepts: copies or screenshots of your email to the airline, its online form confirmation, an online chat, or a social media message with the airline's reply. It doesn't accept a description of a phone call, a message you didn't send, or a recording.

What to upload: proof of contact, your ticket or booking confirmation, the booking code (PNR), the itinerary, receipts and your boarding pass.

What happens next. The CTA reviews complaints in order. It warns that, because of high volume, it may take more than 24 months before your complaint is reviewed. Once a start notice is issued, the airline has up to 14 days to answer, you can reply within 4 days, and mediation is optional. The CTA aims to issue a binding decision within 90 days of the start notice. It can't award amounts for pain and suffering or lost income.

Australia: existing channels for now

The Australian Government's travel guide sets out this path:

1. Contact the airline, airport or travel agent and follow its complaint process. Get a reference number.

2. Ask for internal review if you're not satisfied.

3. Go to an external body if it's still unresolved (see the list below).

4. Tribunal or court, as a last resort.

The external bodies are:

• the Airline Customer Advocate for Qantas, Jetstar or Virgin (you must complain to the airline first; phone 1800 813 129)

• your state or territory consumer protection agency, such as NSW Fair Trading or Consumer Affairs Victoria, for possible breaches of the Australian Consumer Law

• the Australian Travel Industry Association for accredited travel agents

A new Aviation Consumer Ombuds Scheme is planned, but as of early October 2026 it is not yet legislated. The interim ombudsperson can give information and referrals but has no formal power to resolve complaints. The ACCC also doesn't resolve individual complaints, although you can report a business you think is misleading people.

Example: a short complaint letter

Sample, synthetic:

Booking QX7R2D, flight NG 482, Toronto to Vancouver, 14 June. Scheduled arrival 11:05; actual arrival 15:40. Your notice gave "operational reasons" as the cause. Please tell me the specific cause and pay compensation under section 19 of the Air Passenger Protection Regulations, or explain in writing why it is not payable. Attached: booking confirmation, boarding pass, your delay notice.

It's short and factual, quotes the airline, and states exactly what's being asked.

Tips that make complaints stronger

• Quote the airline's own words, with dates.

• Keep one timeline: original times, new times, actual times.

• Stay factual and polite. The Australian guide suggests focusing on facts, dates and impact.

• Ask for one clear outcome, such as a refund, a set compensation amount, or reimbursement with receipts attached.

• Watch the deadlines above, especially for baggage.

Questions to include in your complaint

• What was the specific cause of the disruption?

• Which rule or policy did you apply to my case?

• When will you pay, and by what method?

• If you're refusing, what is the reason, in writing?

Prepare your complaint with your own documents

EasyToDecode is launching soon. Upload your booking, the airline's notices and its reply, and it will quote the lines that matter, list what your documents don't show, and draft a complaint letter you edit and send yourself, to the airline or the regulator. See how it works or join the waitlist.