Air Journey Shopper Report: Shopper Complaints Up from Could, Almost 270 P.c Above Pre-Pandemic Ranges


WASHINGTON – The U.S. Division of Transportation right now launched its Air Journey Shopper Report (ATCR) on airline operational information compiled for the month of June and for the second quarter of 2022 for on-time efficiency, shopper complaints acquired, mishandled baggage, and mishandled wheelchairs and scooters. There was a 34.9% improve in air journey service complaints  from Could to June, and complaints are practically 270 p.c above pre-pandemic ranges.  

The ATCR is designed to help shoppers with info on the standard of providers offered by airways. DOT stays dedicated to making sure airline passengers are handled pretty and is worried about current flight cancellations and flight disruptions. The Division’s Workplace of Aviation Shopper Safety (OACP) is monitoring airways’ operations to make sure that airways will not be partaking in unrealistic scheduling of flights and are complying with aviation shopper safety necessities. This consists of making certain shoppers obtain immediate refunds if they’re not concerned with persevering with their journey when their flights are cancelled or considerably modified.  

Additionally, final week, U.S. Transportation Secretary Pete Buttigieg despatched a letter to U.S. airways difficult airways to enhance their customer support plans and introduced that the Division will create an interactive dashboard earlier than Labor Day to make it simpler for the touring public to find out the providers equivalent to accommodations and meals that will be offered to them when the reason for a cancellation or a prolonged delay was as a result of circumstances inside the airline’s management.  

DOT makes use of the info from the ATCR, shopper complaints, and different info it secures from the airways to tell its enforcement actions and the adequacy of current guidelines. 

Flight Operations 

The 583,584 flights operated in June 2022 had been 85.8% of the 679,802 flights operated in pre-pandemic June 2019. Operated flights in June 2022 had been up 3.4% year-over-year from the 564,583 flights operated in June 2021 and down 1.3% month-over-month from the 590,957 flights operated in Could 2022. 

In June 2022, the ten advertising community carriers reported 602,057 scheduled home flights, 18,473 (3.1%) of which had been canceled. In June 2021, the identical airways reported 573,779 scheduled home flights, 9,196 (1.6%) of which had been canceled. In Could 2022, airways scheduled 602,950 home flights, of which 11,993 (2.0%) had been canceled. In June 2019, airways scheduled 694,469 home flights, of which 14,667 (2.1%) had been canceled. 

June 2022 On-Time Arrival 

In June 2022, reporting advertising carriers posted an on-time arrival fee of 73.5% down from 77.2% in Could 2022 and up from 73.3% in pre-pandemic June 2019. The year-to-date on-time arrival fee for 2022 is 75.9%. 

Highest Advertising Service On-Time Arrival Charges June 2022 (ATCR Desk 1) 

  1. Alaska Airways Community – 78.7% 
  2. Delta Air Traces Community – 78.4% 
  3. Hawaiian Airways – 77.2% 

 Lowest Advertising Service On-Time Arrival Charges June 2022 (ATCR Desk 1) 

  1. Allegiant Air – 59.0% 
  2. JetBlue Airways – 61.3% 
  3. Frontier Airways – 69.5% 

For the primary six months of 2022, the reporting advertising carriers posted an on-time arrival fee of 75.94%, down from 77.41% for a similar interval in pre-pandemic 2019. 

June 2022 Flight Cancellations 

In June 2022, reporting advertising carriers canceled 3.1% of their scheduled home flights, larger than the speed 1.6% in June 2021 and better than the speed of two.1% in pre-pandemic June 2019. 

Lowest Advertising Service Charges of Canceled Flights June 2022 (ATCR Desk 6) 

  1. Hawaiian Airways – 0.1%   
  2. Alaska Airways Community – 0.7%    
  3. Frontier Airways – 1.1%     

Highest Advertising Service Charges of Canceled Flights June 2022 (ATCR Desk 6) 

  1. American Airways Community – 4.4%     
  2. Delta Air Traces Community – 3.9%     
  3. United Airways Community – 3.5%     

For the primary six months of 2022, the reporting advertising carriers posted a cancellation fee of three.2%, up from 2.4% for a similar interval in pre-pandemic 2019. 

Complaints About Airline Service 

In June 2022, DOT acquired 5,862 complaints about airline service from shoppers, up 34.9% from the 4,344 complaints acquired in Could 2022 and up 269.6% from the 1,586 complaints acquired in pre-pandemic June 2019. 

For the primary six months of 2022, the Division acquired 28,550 complaints, up 27.8% from the 22,336 filed throughout the first six months of 2021 and greater than your entire 12 months of 2019.  

Of the 5,862 complaints acquired in June 2022, 3,382 (57.7%) had been towards U.S. carriers, 2,020 (34.5%) had been towards international air carriers, and 460 (7.8%) had been towards journey firms.  

Flight issues was the best class of the complaints acquired in June 2022. Of the 5,862 complaints acquired, 1,686 (28.8%) involved cancellations, delays, or different deviations from airways’ schedules. The Division’s Workplace of Aviation Shopper Safety (OACP) routinely contacts airways with widespread cancellations or delays to clarify their obligation to promptly refund passengers who select to not settle for the choice supplied for a canceled or considerably modified flight. Airways are additionally required to have and cling to a customer support plan that identifies the providers that the airline gives to mitigate passenger inconveniences ensuing from flight cancellations and misconnections. The Division displays airways’ actions and opinions complaints that it receives towards airways to make sure that shoppers’ rights will not be violated. (Learn extra about airline shoppers’ rights right here.) 

Additionally, of the 5,862 complaints acquired in June 2022, 1,435 (24.5%) involved refunds. The Division’s Workplace of Aviation Shopper Safety (OACP) continues to speak with airways and journey firms that obtain refund complaints to make sure compliance with the refund necessities. Many passengers who had been initially denied refunds have since acquired the required refunds. The Division has taken and can take enforcement motion towards noncompliant airways and ticket brokers as needed. OACP just lately concluded its investigation of 10 airways and is pursuing enforcement motion towards them for excessive delays in offering refunds for flights the airways canceled or considerably modified. The Workplace can be actively investigating the refund practices of extra airways flying to, from, or inside the USA. 

Tarmac Delays 

In June 2022, airways reported 60 tarmac delays of greater than three hours on home flights, in comparison with 65 tarmac delays reported in Could 2022 and 48 tarmac delays reported in June 2019. In June 2022, airways reported zero tarmac delays of greater than 4 hours on worldwide flights, in comparison with two tarmac delays reported in Could 2022 and two tarmac delays reported in June 2019.  

Airways are required to have and cling to assurances that they won’t permit plane to stay on the tarmac for greater than three hours for home flights and 4 hours for worldwide flights with out offering passengers the choice to deplane, topic to exceptions associated to security, safety, and Air Site visitors Management associated causes. An exception additionally exists for departure delays if the airline begins to return the plane to an acceptable disembarkation level to deplane passengers by these instances. 

The Division investigates prolonged tarmac delays. 

Mishandled Baggage 

In June 2022, reporting advertising carriers dealt with 43 million luggage and posted a mishandled baggage fee of 0.71%, a better fee for the Could 2022 fee of 0.56% and equal to the pre-pandemic June 2019 fee of 0.71%. 

For the second quarter of 2022, the carriers posted a mishandled baggage fee of 0.63%, larger than the second quarter 2019 fee of 0.61%. 

Within the earlier three calendar 12 months studies (2019 to 2022), the Division calculated the mishandled baggage fee primarily based on the variety of mishandled luggage per 1,000 checked luggage. The Division is now displaying the mishandled baggage information as a share (i.e., per 100 luggage enplaned).  That is in step with the way that the mishandled wheelchairs and scooters fee is calculated and displayed. 

Mishandled Wheelchairs and Scooters 

In June 2022, reporting advertising carriers reported checking 68,229 wheelchairs and scooters and mishandling 1,145 for a fee of 1.68% mishandled wheelchairs and scooters, larger than the speed of 1.53% mishandled in Could 2022  and the speed of 1.54% mishandled in pre-pandemic June 2019. 

For the second quarter of 2022, the carriers posted a mishandled wheelchair and scooter fee of 1.52%, decrease than the second quarter 2019 fee of 1.62%. 

Bumping/Oversales 

Bumping/oversales information, not like different air provider information, are reported quarterly fairly than month-to-month. 

For the second quarter of 2022, the ten U.S. reporting advertising carriers posted an involuntary denied boarding, or bumping, fee of 0.36 per 10,000 passengers, larger than the speed of 0.17 within the second quarter of 2021 and the speed of 0.31 within the second quarter of 2019. 

Incidents Involving Animals 

In June 2022, carriers reported one incident involving the dying, harm, or lack of an animal whereas touring by air, up from the zero studies filed in Could 2022, however down from the 2 studies filed in pre-pandemic June 2019. June 2022’s incident concerned the dying of 1 animal. 

Complaints About Therapy of Disabled Passengers 

In June 2022, the Division acquired a complete of 177 disability-related complaints, up from each the 158 disability-related complaints acquired in Could 2022 and the 70 complaints acquired in pre-pandemic June 2019.  

For the primary six months of 2022, the Division acquired 886 disability-related complaints, up from the overall of 474 filed throughout the first six months of 2021.    

Complaints About Discrimination 

In June 2022, the Division acquired 15 complaints alleging discrimination – 9 complaints concerning race, one grievance concerning nationwide origin, three complaints concerning colour, one grievance concerning faith, and one grievance concerning sexual discrimination. That is down from the 52 complaints acquired in Could 2022, however up from the ten complaints recorded in pre-pandemic June 2019. 

For the primary six months of 2022, the Division acquired 102 discrimination complaints – 41 complaints concerning race, two complaints concerning ancestry/ethnicity, six complaints concerning nationwide origin, seven complaints concerning colour, 43 complaints concerning faith, two complaints concerning sexual discrimination, and one grievance categorized as “different.” That is up from the overall of 59 filed throughout the first six months of 2021.    

The Division is dedicated to combating all types of discrimination and can act if it finds that any provider violated Federal anti-discrimination statutes.   

Shoppers could file air journey shopper or civil rights complaints on-line at http://airconsumer.dot.gov/escomplaint/ConsumerForm.cfm or by voicemail at (202) 366-2220, or they could mail a grievance to the Aviation Shopper Safety Division, U.S. Division of Transportation, C-75, W96-432, 1200 New Jersey Avenue, SE, Washington, DC 20590. 

The ATCR and different aviation shopper issues of curiosity to the general public might be discovered at https://www.transportation.gov/airconsumer.

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