WASHINGTON – The U.S. Department of Transportation today released its updated December 2020 Air Travel Consumer Report (ATCR), which includes airline consumer complaint data for October 2020. The previous version of this report excluded this data due to additional time needed to review and process consumer complaints. The full consumer report and other aviation consumer matters of interest to the public can be found at http://www.transportation.gov/airconsumer.
Complaints About Airline Service
In October 2020, DOT received 4,992 complaints about airline service from consumers, down 13.4% from the 5,764 received in September 2020 and up 337.9% from the total of 1,140 filed in October 2019.
Complaints About Treatment of Disabled Passengers
In October 2020, the Department received a total of 51 disability-related complaints, up from the 44 complaints received in September 2020, but down from the 77 complaints received in October 2019.
Complaints About Discrimination
In October 2020, the Department received one complaint alleging discrimination, which regards race. This is down from the four complaints received in September 2020 and the nine complaints recorded in October 2019.
Consumers may file air travel consumer or civil rights complaints online at http://airconsumer.dot.gov/escomplaint/ConsumerForm.cfm, by voicemail at (202) 366-2220, or by TTY at (202) 366-0511. They may also mail a complaint to the Aviation Consumer Protection Division, U.S. Department of Transportation, C-75, W96-432, 1200 New Jersey Avenue, SE, Washington, DC 20590.
