If a flight attendant treats you poorly, note the facts and contact the airline’s customer-service or complaint channel after the flight. If the issue involves disability access, discrimination, safety, security, or sexual misconduct, use the relevant specialist reporting route instead. Keep following crew safety instructions throughout.
What to do during the flight
If the problem is happening onboard and it is safe to do so, calmly describe the specific issue or request. Keep the exchange brief and factual. A service disagreement does not change your obligation to listen to crew members and follow safety instructions.
If the situation involves an immediate threat, safety or security concern, or possible crime, seek appropriate immediate help rather than treating it as an ordinary customer-service complaint.
Record the details while they are fresh
As soon as practical, write down what happened without guessing at anyone’s motives. Include:
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- The date, route, flight number, and approximate time.
- Where in the cabin the interaction took place.
- What was said or done, what you asked for, and how the crew member responded.
- The names or descriptions of people involved and any witnesses, if known.
- Relevant booking or itinerary information and any supporting records or correspondence.
Keep the account precise. The U.S. Department of Transportation (DOT) asks complainants for contact details, a description of the problem, booking or itinerary information, flight details, and available supporting documents.
Contact the airline first about an ordinary service complaint
Use the airline’s published complaint channel or customer-service office. Explain what happened, how it affected you, and what resolution you are seeking. A clear, reasonable request—such as an explanation or apology—helps the airline understand what response you want. The cited U.S. guidance does not establish compensation as an automatic legal entitlement for ordinary discourtesy.
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For written consumer complaints covered by U.S. rules, DOT guidance last updated in 2025 says airlines must acknowledge the complaint within 30 days and provide a substantive response within 60 days. Those timelines are U.S. requirements within the rule’s scope, not worldwide deadlines.
Choose the right route for the issue
| Issue | Where to raise it | What to know |
|---|---|---|
| Ordinary rudeness or unsatisfactory service | Airline customer service first; for unresolved U.S.-related complaints, DOT’s air-travel complaint process may be used. | DOT forwards ordinary complaints to the airline or ticket agent for a direct response and a copy to DOT. It does not investigate every non-civil-rights complaint, and filing does not guarantee an investigation or compensation. |
| Disability access or accommodation | Ask the airline for its Complaint Resolution Official (CRO); disability discrimination may also be reported through DOT’s civil-rights complaint process. | A CRO is the airline expert with authority to resolve disability complaints on its behalf. |
| Discrimination based on a protected ground | DOT’s civil-rights complaint process for U.S.-related service. | DOT says it investigates complaints alleging discrimination based on disability, race, color, national origin, religion, sex, or ancestry. Describe the facts that support your concern. |
| Aviation safety | Federal Aviation Administration (FAA). | This is separate from a DOT consumer-service complaint. |
| Security | Transportation Security Administration (TSA). | Use the security reporting route rather than an ordinary courtesy complaint. |
| Sexual misconduct | The DOT complaint form directs allegations to the Federal Bureau of Investigation (FBI); it also notes FAA authority regarding sexual assault or threats of sexual assault aboard aircraft. | This allegation has a distinct reporting route from a routine service issue. |
Escalate an unresolved complaint in the country that applies
U.S.-related air service
If the airline has not resolved an ordinary consumer complaint, you can submit it through DOT’s air-travel complaint form. DOT sends ordinary complaints to the airline or ticket agent for a response and uses complaint records to track trends that may inform enforcement or rulemaking; it does not investigate every non-civil-rights case individually.
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United Kingdom
Write to the airline or airport first. If you remain dissatisfied, the UK Civil Aviation Authority (CAA) says you may be able to refer the matter to an applicable alternative dispute resolution (ADR) body. If the airline has no ADR agreement, the CAA’s Passenger Advice and Complaints Team (PACT) may be an option. PACT can advise and take up a complaint but cannot impose a decision; CAA-approved ADR bodies can. Check the airline’s current scheme participation and applicable process, since the CAA says its ADR policy is under review in light of UK statutory changes.
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What to include in your complaint
- Identify the trip: provide the flight date, route, flight number, and booking or itinerary details.
- Describe the incident: give a concise timeline, the location in the cabin, the words or actions you recall, and what you requested.
- Explain the impact: state how the incident affected you, avoiding assumptions about intent.
- Attach relevant records: include available supporting documents or correspondence and retain copies for yourself.
- Ask for a specific response: say whether you want an explanation, apology, or another reasonable resolution.
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