How to Report Airline Cancellations & Lost Baggage: DOT Complaint Guide

Last reviewed: September 11, 2026 · Written by James Carter, Consumer Rights Researcher · Reviewed by HowToReport Editorial Desk · Independent resource — not a government site

Being stranded at the airport due to a canceled flight is infuriating, but being denied a refund and offered a worthless voucher adds insult to injury. Knowing how to report airline cancellations and lost baggage to the federal government is essential to force airlines to comply with DOT passenger rights regulations.

Airlines systematically attempt to retain your money by issuing expiring travel credits instead of cash. However, federal aviation law mandates cash refunds for significant itinerary changes. When airlines stonewall, escalating to the federal level is your most effective remedy.

Figure 1: Airlines often claim delays are weather-related to avoid compensating passengers for mechanical or staffing issues.

Step 1: Demand a Cash Refund, Not a Voucher

Under the U.S. Department of Transportation (DOT) regulations, if an airline cancels your flight or makes a “significant change” to your schedule (defined as 3+ hours for domestic flights or 6+ hours for international flights), and you choose not to accept the alternative flight, you are entitled to a full cash refund to your original form of payment.

Do not click “Accept Voucher” in the airline’s app. By doing so, you may legally waive your right to a cash refund. Instead, formally request a refund through the airline’s customer service portal and screenshot the request.

Step 2: How to Report Airlines to the DOT

If the airline refuses your refund request, delays the payout beyond 7 business days (for credit card purchases), or ignores your claim for lost baggage, you must file a formal complaint with the DOT’s Aviation Consumer Protection Division.

The DOT uses these complaints to issue multi-million dollar civil penalties against airlines. Go to the DOT’s official air consumer portal (transportation.gov/airconsumer) and submit your ticket number, PNR locator, and proof of the airline’s refusal to refund.

Figure 2: Filing a DOT complaint directly forces the airline’s executive resolution team to respond within 30 days.

Step 3: Handling Lost or Damaged Baggage

If the airline loses your checked baggage, they are liable for up to $3,800 per passenger for domestic flights under DOT rules (and roughly $1,700 for international flights under the Montreal Convention). Airlines cannot arbitrarily cap payouts for essential items at lower amounts.

You must file a Property Irregularity Report (PIR) at the baggage service desk before leaving the airport. Keep your baggage claim tags and submit itemized receipts for the replacement items you were forced to buy.

Figure 3: Never leave the airport without a physical copy of your Property Irregularity Report (PIR).

Step 4: Pursue Small Claims Court or Chargebacks

If the DOT complaint does not yield a refund, you have two final administrative and civil remedies. First, contact your credit card issuer and initiate a chargeback under the Fair Credit Billing Act (FCBA) for “services not rendered.”

Second, you can file a lawsuit in Small Claims Court against the airline’s registered corporate agent in your state. Airlines rarely send corporate counsel to defend a $500 small claims suit and will often settle the case via check to avoid a default judgment.

Figure 4: The Fair Credit Billing Act protects you when you pay for a flight that the airline fails to operate.

Figure 5: Small claims court is highly effective against airlines that ignore federal refund mandates.

Before you go…

Never accept an expiring travel voucher for a flight the airline canceled. You are legally entitled to your cash. HowToReport.org is an independent educational site — not a government agency. We link to official .gov and .org sources, but we cannot file a complaint for you or give legal advice. Read our full Legal Disclaimer & Safe Harbor →