The aim of this study was to find out the determinant factors of customerrncomplaint behavior within the context of Ethiopian Airlines. A structuredrnquestionnaire and focus group discussion were used to collect data from thernairlineâ€™s customers residing or transiting in Addis who were chosen convenientlyrnand 20 front line employees randomly chosen respectively. In total, 385rnrespondents participated in this study. The analysis of the results wasrnperformed using descriptive (Frequency, percentage, mean & standard deviation)rnand inferential statistics (Correlation & Multiple regression) by SPSS version 20rnsoftware. The findingsfrom correlation & regression on the study variables showrnthat Service recovery, Access to complaint channels, Attitude towardsrncomplaining and Perceived likelihood of success were found to be positively andrnsignificantly influencing Customer Complaint Behavior as they werernhypothesized.The analysis between demographic variables and CCB alsornrevealed that all demographic variables except gender were positively andrnsignificantly correlated with Customer Complaint Behavior, whereas nornsignificant relation was examined between gender and CCB. The results fromrnFGD also showed that complaint channels are not accessible to all customersrnand service recovery is not effective because employees lack empowerment.rnBased on the above findings, it was recommended that the company shouldrnwork on improving the service recovery plans by empowering and training itsrnemployees than offering monetary compensations, accessibility of the complaintrnchannels by investing on user friendly technology, promoting and encouragingrncomplaints in order to improve customersâ€™ attitude towards complaints andrnperception on the companyâ€™s ways of resolving complaints.