Where to File a Federal Complaint If Your Airline Refuses to Give You a Refund

Airlines were hit hard by the CrowdStrike outage last week, which initially resulted in thousands of cancelled flights and many more delays. Unfortunately, Delta passengers are still grappling with travel disruptions—so much so that the Department of Transportation has stepped in to investigate whether consumers’ rights are being upheld.

If you’ve been affected by recent disruptions, you may be eligible for a hassle-free refund from your airline. In April 2024, the DOT finalized a new rule requiring airlines to automatically refund passengers in certain instances of flight delays, cancellations, and checked bag issues.

Under the rule, which took effect on June 25, passengers are entitled to a full refund for cancelled or “significantly changed” flights, which include the following:

• Departure or arrival delays of more than three hours for domestic flights and six hours for international flights

• Airport location changes for departure or arrival

• An increased number of connections

• Downgrades in booking class

• Changes that reduce accommodations or accessibility for travelers with disabilities

Passengers can also receive a checked bag fee refund if their luggage is not delivered within 12 hours of arrival for domestic flights and 15–30 hours of arrival for international flights (varies by flight length) or if they do not receive a service they paid for (such as wifi or a seat upgrade).

Full refunds must be issued automatically—meaning customers do not have to take any steps to request them—to the original form of payment within seven business days for flights purchased with credit cards and 20 calendar days for all other forms of payment.

It’s important to know what compensation you’re eligible to receive—do not automatically accept vouchers or other forms of resolution if you’re entitled to a refund, as this could nullify the federal protections of the new rule.

How to file a federal complaint for an airline refund

If you don’t receive a full refund in a timely manner or have another complaint related to your booking, you should try to resolve the issue with the airline directly by contacting customer service.

(As a reminder, an “automatic” refund may take between seven business days and 20 calendar days to clear, so don’t panic if you don’t see it immediately.)

Once you’ve exhausted your airline options, or if the airline hassles you or doesn’t even acknowledge the issue, you can complete an Air Travel Service Complaint or Comment Form with the DOT. The form, which can be filed by the passenger or by a relative (such as a parent of a minor child), lawyer, or travel agency on behalf of a passenger, allows you to describe the problem with your itinerary and upload documents to support your claim.

While this may not expedite your refund, the DOT forwards complaints to each airline and is more likely to take action to hold them accountable if consumers advocate for their rights.