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Let’s say your airline does something to piss you off (shocking hypothetical, I know). If you’re like most people, you probably complain directly to the airline. Experts say you should also file a complaint with the Department of Transportation (DOT), though.


The Airline Quality Rating ranks airline performance in the U.S. based on data filed with the DOT. For 2016, Alaska Airlines, Delta, and Virgin America topped the list and Frontier, Spirit and ExpressJet came in last.

No huge surprises there, but one of the report’s authors Brent Bowen, told NPR:

Only complaints lodged with the DOT are included in surveys like the Airline Quality Rating. So if you call Spirit or Frontier to complain about a litany of fees or a canceled flight, only the airline hears about it. Complaining to the DOT, meanwhile, can potentially lead to bigger changes.


According to the DOT, all complaints are recorded in their monitoring system and presented to carriers in their monthly Air Travel Consumer Report. They actively review complaints in this database to see which carriers are complying with aviation consumer protection regulations, too. Their database also plays a part in research and legislation.

In other words, if you actually want your complaint to make a difference in the long-term, you may want to submit your experience to the DOT. You can submit a complaint about service using their online form. If you have a complaint about airline safety, they suggest contacting the Federal Aviation Administration to report a problem.

The DOT has specific procedures depending on the complaint. Check them out at the link below.

File a Consumer Complaint | Transportation.gov