Consumer complaints about airlines increased 34.9% from May to June, and complaints are up nearly 270% above pre-pandemic levels; a recent news release from the U.S. Department of Transportation (DOT) said.
In June, the DOT received 5,862 complaints about airline service from consumers, up from the 4,344 complaints received in May 2022 and the 1,586 complaints received in pre-pandemic June 2019; the release said. Overall, complaints have been up in 2022. Flight problems, such as delays and cancellations, made up the largest category of complaints. Refunds made up the second-largest category.
The number of flights in June 2022 was 85.8% of the flights from pre-pandemic June 2019, but 3.4% more than the number of flights operated in June 2021; the release said. The on-time arrival rate in June 2022 was 73.5%, down from 77.2% in May but up from 73.3% in June 2019. The number of canceled domestic flights, 3.1%, was higher than June 2021 or 2019.
Airlines handled 43 million bags in June with a mishandle rate of 0.71%, a higher mark than in May.
U.S. Transportation Secretary Pete Buttigieg recently sent a letter to U.S. airlines challenging them to improve their customer service plans, the release said. He also announced that the department would create an interactive dashboard before Labor Day to make it easier for travelers to determine the services—such as hotel rooms and meals—that would be provided to them when the cause of a cancellation or a long delay was due to circumstances within the airline’s control.
The Air Travel Consumer Report is designed to provide consumers with information on the quality of services provided by airlines. The department’s Office of Aviation Consumer Protection monitors airlines’ operations to ensure the airlines are following healthy practices—such as complying with consumer protection requirements, not engaging in unrealistic scheduling of flights, and making sure that customers are promptly refunded if their flight is canceled or significantly changed.
