WASHINGTON – The U.S. Department of Transportation today released its updated January 2021 Air Travel Consumer Report (ATCR), which includes airline consumer complaint data for November 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 November 2020, DOT received 3,756 complaints about airline service from consumers, down 24.8% from the 4,992 received in October 2020 and up 298.3% from the total of 943 filed in November 2019.
Complaints About Treatment of Disabled Passengers
In November 2020, the Department received a total of 38 disability-related complaints, down from both the 51 complaints received in October 2020 and the 66 complaints received in November 2019.
Complaints About Discrimination
In November 2020, the Department received two complaints alleging discrimination, both regarding race. This is up from the one complaint received in October 2020, but down from the seven complaints recorded in November 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.
