File a Consumer Complaint
Before you contact the Airport for help with an air travel or airport concern, you should give the airline a chance to resolve it. Airlines have trouble-shooters at the airports, usually called Customer Service Representatives, who can take care of many problems on the spot. They may be able to arrange meals and hotel rooms for stranded passengers, write checks if you’re bumped from your flight, help with baggage issues, and settle other routine claims or complaints.
If you can’t resolve the problem at the airport, you may want to file a complaint with the airline. 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. DOT also requires airlines to let consumers know how to complain to them.
It’s often best to email or write to the airline’s consumer office at its corporate headquarters. DOT requires airlines that fly to, from, or within the United States to state on their websites how and where complaints can be submitted. There may be a form on the airline’s website for this purpose.
If you feel that the airline does not resolve the issue to your satisfaction, you may want to file a complaint with DOT. You may also file a complaint with DOT if you feel that you experienced unlawful discriminatory treatment in air travel by airline employees or the airline’s contractors on the basis of disability or on the basis of race, color, national origin, sex (including gender identity and sexual orientation), religion, or ancestry.
See DOT Complaint Options here:
https://secure.dot.gov/air-travel-complaint
Safety and Security Complaints
- If you have a concern about airline safety (airline and airplane safety, emergency exit seating, low-flying aircraft, pilot licensing and related issues), please visit the Federal Aviation Administration’s (FAA) website to report a safety-related issue.
- If you have a concern about aviation security (passenger screening, the “no-fly” list, the baggage screening process, and related issues), call the Transportation Security Administration (TSA) toll-free at 1-866-289-9673 or email TSA. For additional information, visit the TSA website.
Contact Us By Mail
If you wish to submit a complaint to the Airport that does not relate to the above you can do so in the following manner:
- Reach out to the Airport via written letter, please feel free to do so using the contact information below. When mailing a letter, please include your full address, email address, and phone number as well as complete and accurate information about your experience or concern you had or are having.
- Contact us by mail – To contact us by mail, please send your correspondence to the below address.
- Cape Cod Gateway Airport, Airport Administration Office, 480 Barnstable Road, Hyannis, MA 02601
- Contact us by mail – To contact us by mail, please send your correspondence to the below address.
- Reach out to the Airport via email. Please feel free to do so using the contact information below. When emailing, please include your full address, email address, and phone number as well as complete and accurate information about your experience or concern you had or are having.
- Contact us by email – To contact us by email, please send your correspondence to the address below.
- Management.Airport@barnstable.
gov -
How the Complaint Process Works
- The Airport will direct the identified airline, and/or ticket agent, airport tenant to respond directly to you regarding your complaint if it is airline related. The Airport will also require that a copy of the response be provided to the Airport for our records.
- For Airport related complaints, not airline or other tenant complaints, the Airport will respond directly to you regarding your complaint via mail, email or phone number that you have provided.
