US DOT Complaint Timeline

Reply Subscribe

Thread Tools

Search this Thread

Oct 22, 2023 | 3:34 am

Denguin

Original Poster

Join Date: May 2020

Posts: 141

US DOT Complaint Timeline

Hey all - had an issue with an airline that unfortunately I was unable to resolve directly.

Has anyone recently gone through the US DOT complaint process, and be able to share an approximately timeline? My issue involves a monetary amount that has a finite expiry, so I'm wondering whether to utilize it prior to resolution, or continue to wait.

Filed back at the beginning of August, and have yet to hear back.

Thanks!

Oct 23, 2023 | 5:21 pm

TWA884

Moderator: Travel Safety/Security, Travel Tools, California, Los Angeles; FlyerTalk Evangelist

Join Date: Dec 2009

Location: LAX

Programs: oneword Emerald

Posts: 24,749

No personal experience, however:

Air Travel Complaints Process

Quote:

Filing a complaint with an airline or a ticket agent.

DOT requires airlines to acknowledge consumer complaints within 30 days of receiving them and to send consumers written responses addressing these complaints within 60 days of receiving them (30 days for disability-related complaints).

Oct 23, 2023 | 6:17 pm

cblaisd

In Memoriam

Join Date: Jun 2000

Programs: Honors Diamond, Hertz Presidents Circle, National Exec Elite

Posts: 36,111

Filed mine late July. Zero response

Denguin likes this.

Oct 24, 2023 | 12:12 am

Denguin

Original Poster

Join Date: May 2020

Posts: 141

Quote:

Originally Posted by TWA884

No personal experience, however:

Air Travel Complaints Process

Thanks - I saw that, but it seems first the case needs to be reviewed by the DOT prior to forwarding to the airline. I'm not quite at that stage yet, it seems, so have much longer to go.

Quote:

Originally Posted by cblaisd

Filed mine late July. Zero response

Thanks for the datapoint. Not exactly what I wanted to hear, but I guess it seems I am not alone. Good luck!

Jan 5, 2024 | 11:17 pm

Denguin

Original Poster

Join Date: May 2020

Posts: 141

Quote:

Originally Posted by cblaisd

Filed mine late July. Zero response

Just an update - turns out the DOT forwarded my complaint to the airline on November 2nd (2.5 months after filing). They did not notify me of this. The airline has yet to respond, despite 60 days elapsing... however, the DOT did follow-up on my behalf a couple of days ago, which is when I found out the above.

Hope you got your complaint sorted.

strickerj likes this.