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You may contact DOT by phone at 202-366-2220 for information related to a consumer related problem. However, for a case to be processed as a complaint, it must be submitted to DOT in writing.
And unless the passenger is the victim of discrimination, they may have little recourse. That's because stepping on an airplane means giving up some freedoms. "When you get on an airliner, you don't have the same rights you do on the ground," Hudson explains. "The authority of the captain is pretty much dictatorial."
Passengers are only entitled to claim under the law if the delay or cancellation was within the airline's control. EU Reg 261 requires airlines to compensate passengers when flight delays or cancellations result in passengers reaching their final destination more than three hours later than originally scheduled.
To file a EU261 claim, you must have a valid ticket and booking confirmation. Although revenue and award tickets qualify for compensation, free or reduced fares that are not available to the public are excluded from compensation.
The airline legally has to give you all of the following: a full refund for the flight. a full refund for other flights from the airline that you won't use in the same booking, eg an onward or return flight. if you're part-way through a journey, a flight back to the airport you originally departed from.
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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.
The very first step you can take is to to send an air passenger rights EU complaint form to the airline company. Do not forget to also keep a copy for yourself. This form needs to be sent to the carrier or competent National Enforcement Body, NOT to the European Commission.
Typically, if your flight is canceled, the majority of airlines will rebook you on the next flight available to your destination at no additional cost.
EU Regulation 261 is a European law that was put in place to protect airline passenger rights. This includes protection for passengers whose flights were delayed over three hours or their flight was cancelled. The law states that passengers are entitled up to £520 in compensation depending on their circumstances.
European Union Aviation Safety Agency (EASA) | Federal Aviation Administration.

air passenger rights eu complaints form