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Judging from the level of complaints, air travel is getting worse

FILE - Travelers await at the departure counter at the United Airlines terminal at Los Angeles International Airport, Wednesday June 28, 2023, in Los Angeles. The U.S. Transportation Department said Wednesday, Nov. 8, 2023, that consumer complaints about airlines nearly doubled in the first three months of this year, compared with the same period last year, and kept soaring in April and May. (AP Photo/Damian Dovarganes, File)

FILE - Travelers line up at the Southwest Airline ticket counter in the departures area of Terminal B at LaGuardia Airport, Tuesday, June 27, 2023, in New York. The U.S. Transportation Department said Wednesday, Nov. 8, 2023, that consumer complaints about airlines nearly doubled in the first three months of this year, compared with the same period last year, and kept soaring in April and May. (AP Photo/Mary Altaffer, File)

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Air travel is getting worse, judging from the number of consumer complaints.

Consumer complaints about airlines nearly doubled in the first three months of this year compared with the same period last year and kept soaring in April and May, the U.S. Transportation Department said Wednesday.

Those are the latest figures from the government. The Transportation Department said information about complaints has been delayed because there are so many of them to process.

The department said it received 24,965 complaints about airline service in the first three months of the year, up 88% from the first quarter of 2022. Consumers filed another 6,712 complaints in April, up 32% from a year earlier, and 6,465 in May, an increase of 49%.

The Transportation Department said that disability-related complaints, such as delaying or damaging wheelchairs, are also up from last year. There were 636 such complaints in the first quarter, nearly double the 380 filed during the same period of 2022. The agency says it investigates each of those disability complaints.

The department is investigating “several domestic airlines” for possibly offering flight schedules that they are unlikely to be able to perform, it said.

Southwest Airlines disclosed last month that federal regulators notified the airline that it could be subject to a fine for not providing enough help to travelers who were stranded last December when a service meltdown caused nearly 17,000 canceled flights. Southwest said it couldn’t estimate the amount of any fine.

A spokesperson for the department declined Wednesday to identify any other airlines under investigation for their scheduling.

For all the thousands of complaints lodged with the government, it is likely that consumers file many more complaints directly with the airlines.

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Report Travel Problems, Concerns & Complaints

Here you will find information for travelers to report problems and concerns, including how to file airline passenger complaints.

• FAA Public Inquiry Line
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How to File an FAA or Consumer Complaint Against an Airline: A Guide to Directing Your Government Grievances

When is it time to report an airline to the Federal Aviation Administration or other Department of Transportation agency? And more importantly, how do you do it?

By Zac Thompson

Let’s say you have an issue with an airline. 

The company owes you a refund, for example. Or lost your baggage. Or bumped you from a flight unfairly. Or discriminated against you because of your race, religion, sex, or physical disability. 

And now you want to file a complaint with the U.S. Department of Transportation (DOT), the federal government agency that oversees air travel. 

Here’s what you need to do. 

First, complain to the airline.

Before escalating things to the federal level, let the airline try to resolve the problem first. Even your credit card company will ask you to do that before it considers additional action.

By law, all carriers that operate flights to, from, and within the United States are required to provide instructions on their websites for how a consumer can file a complaint. Typically, there are several ways to contact the company’s customer service department—by phone, email, online form, and snail mail. 

Frommer’s has compiled instructions for complaining to the Big Three U.S. airlines— American , Delta , and United . You might also consider putting the companies on blast via social media ( @AmericanAir , @Delta , @United ) because negative tweets are bad P.R., and the airlines will want to clean up any dirty laundry ASAP. 

The law mandates that airlines acknowledge complaints within 30 days of receiving them and that airlines send customers written responses addressing their concerns within 60 days. 

Know your rights.

You need to understand what you’re entitled to as well as to what the law doesn’t guarantee. Filing a federal complaint against a carrier can’t fix some of air travel’s most frustrating aspects, many of which are deemed outside of the airline’s control. 

If you’re stuck at an airport waiting for a flight delayed due to bad weather, for example, there are no federal requirements that say the airline has to compensate you for your time. 

As for flights canceled in advance by the airline, you’re entitled to a refund for those. But if you cancel your tickets on your own because, say, you’re worried about the global health situation or you’re having second thoughts for any other reason, you won't get your money back —just a voucher for future travel. Usually these rules are spelled out in the terms and conditions you agreed to when you made the purchase. 

You can figure out whether you have what the government considers a legitimate complaint by consulting the DOT’s Fly Rights document, which covers airfares, delays and cancellations, overbooking, baggage handling, and many other pertinent subjects. 

Read up on the law before filing your complaint to make sure the feds will back you up. 

Find the right government division to complain to.

If the airline hasn’t addressed your complaint satisfactorily and you’ve determined that the government can indeed do something about your issue, it’s time to figure out which DOT division to contact. 

The issues we’ve mentioned so far—refunds, delays, cancellations, baggage, and discriminatory treatment by airline employees—are considered consumer matters. In the same category: overbooking, frequent flyer programs, family seating, and the treatment of passengers with disabilities. 

All of these airline-related consumer complaints should be addressed to the Aviation Consumer Protection Division (contact info below). 

For safety concerns —relating to airplane maintenance, emergency-exit seating, low-flying aircraft, pilot licensing, and so forth—visit the website of the Federal Aviation Administration (FAA) and submit a report using the online form.

For a security issue —relating to airport screenings of passengers or baggage, the no-fly list, and similar matters—consult the website of the Transportation Security Administration (TSA), call that agency at 866/289-9673 , or send an email to [email protected] .

File a consumer complaint.

Once you’ve decided to file a consumer complaint, you can either fill out the DOT’s online Air Travel Service Complaint or Comment Form—you’ll be asked to provide your contact info, the name of the airline, and a description of your problem—or submit the same info in a letter sent to this address:

Aviation Consumer Protection Division, C-75 U.S. Department of Transportation 1200 New Jersey Ave., SE Washington, DC  20590

You are welcome to telephone the agency at 202/366-2220 , but keep in mind that in order to be processed, complaints must be submitted in writing. 

What happens next?

According to the DOT website : “A Transportation Industry Analyst will forward your complaint to the airline and the airline will be required to provide you with a response. . . . The DOT analyst will then review the case to determine whether a violation occurred.  If your complaint does not appear to fall under any of the laws that we enforce, it will still be logged in our database.”

For airline complaints relating to discrimination, disability, and sexual misconduct, the process is more involved. 

The DOT sends allegations of sexual misconduct to the FBI for investigation. An attorney is brought in to review disability and discrimination complaints. 

Each month, the department publishes an Air Travel Consumer Report containing the number and nature of complaints received about each airline, along with statistics on delays, cancellations, bumping, and other nuisances.  

The report is made public so that you can compare airlines by customer satisfaction, spot problems across the industry as a whole, and, if nothing else, prepare yourself for what awaits the next time you take to the skies. 

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Complaints about travel

If you have a complaint about travel by air, land, or sea, find out where to share your complaint to get the problem resolved.

Complaints about an airline or TSA

The kind of complaint you have about an airline or an airport experience with the Transportation Security Administration (TSA) determines where to go with your complaint.

• Airline service or discrimination - First, attempt to resolve your complaint with the airline. If the airline does not fix the problem, file a complaint with the U.S. Department of Transportation (DOT) . 
• Airline safety - Contact the Federal Aviation Administration (FAA) hotline .
• Airline security - Contact the TSA through their security issue web form.
• Airport experience with TSA - Contact the TSA through their complaint web form.

Learn about your consumer rights as an air traveler and how to avoid problems.

Vacation rental scams

Vacation rental scammers may try to take your money by offering a vacation property that does not exist or that they do not have the right to rent to you.

Learn from the Federal Trade Commission (FTC) about vacation rental scams , including:

• How they work
• How to avoid them

If you have encountered a vacation rental scam, report it to:

• The website where you saw the listing
• The credit card or other service you used if you paid the scammer
• Your local law enforcement

Complaints about a hotel or motel 

• Begin by sharing your complaint with the front desk, manager, or customer service line.
• If you feel your issue was not resolved, contact the regional manager or another senior executive if the hotel or motel is part of a chain.
• Depending on the type of complaint, if it is not resolved, you may also contact the local health department or the state consumer protection office .

Complaints about travel agents and travel agencies

Begin by complaining to a local travel agency’s manager. If you are using an online booking service, complain to their customer service department. If your complaint is not resolved, you can contact:

• The state consumer protection office where you live or where the travel company is located
• Your local Better Business Bureau

Complaints about cruises

• If you have a complaint while you are on a cruise, contact the ship’s guest services office.
• To complain before or after a cruise, contact the cruise line’s customer service department.

If the problem is not resolved, contact the Federal Maritime Commission by email at [email protected] or download, fill out, and mail or fax their cruise dispute services request form .

Car rental complaints

If you have a complaint about a rental vehicle, try contacting the rental agency’s customer service department first. If you cannot get your complaint resolved with the rental agency, contact:

• Your state consumer protection office
• The Federal Trade Commission

LAST UPDATED: December 7, 2023

Have a question?

Ask a real person any government-related question for free. They will get you the answer or let you know where to find it.

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Air Travel Service Complaint or Comment Form (Not Related to Airline Safety or Security Issues)

Please use this form to file a complaint or comment about service you received or requested from an airline or ticket agent that does not relate to airline safety or security . This may include, but is not limited to, topics such as flight delays and cancellations, overbooking, disability, tarmac delays, baggage, discrimination, refunds, ticketing practices, family seating, frequent flyer programs, charter flights, privacy and air ambulance service.

The information that you provide in your complaint or comment form will be provided to the appropriate airline or ticket agent. More detailed information about DOT's complaint handling process, and other helpful information for air travelers is available here .

Read DOT's Airline Consumer Privacy Act Statement (5 U.S.C. § 552a) .

Items marked with a * are required.

Check the box below if your complaint involves discrimination based on disability (mobility assistance, travel with a service animal, etc.), race, color, national origin, religion, sex (including gender identity and sexual orientation), or ancestry .

Incidents of Sexual Misconduct

Sexual misconduct is a broad term. It encompasses any behavior or attempted behavior of a sexual nature that is committed without consent or with someone incapable of consent, or by force, intimidation, coercion, or manipulation. Sexual misconduct also includes physical or verbal advances or harassment of a sexual nature, or public indecent exposure.

If your complaint relates to or includes allegations of sexual misconduct please contact the FBI . Generally, a crime committed aboard an aircraft falls within the jurisdiction of the FBI. Separate from the FBI, the FAA also has the authority under 49 U.S.C. § 46318 to investigate incidents of sexual assault or threats of sexual assault – report such incidents to FAA .

DOT’s Office of Aviation Consumer Protection does not have the authority to conduct criminal investigations.

Safety and Security Complaints

Please note that aviation safety and security complaints are not handled by DOT’s Office of Aviation Consumer Protection.

Safety Complaints

• If you have a concern about airline safety (airline and airplane safety, emergency exit seating, low-flying aircraft, pilot licensing and related issues), please visit the Federal Aviation Administration's (FAA) website to report a safety-related issue .

Security Complaints

• If you have a concern about aviation security (passenger screening, the “no-fly” list, the baggage screening process, and related issues), please visit the Transportation Security Administration’s (TSA) website to report a security-related issue .

Note - Please only hit Submit once as our system sometimes takes a few moments to process your complaint.

A federal agency may not conduct or sponsor, and a person is not required to respond to, nor shall a person be subject to a penalty for failure to comply with a collection of information subject to the requirements of the Paperwork Reduction Act unless that collection of information displays a current valid OMB Control Number. The OMB Control Number for this information collection is 2105-0568. Public reporting for this collection of information is estimated to be approximately 15 minutes per response, including the time for reviewing instructions, gathering the data needed, and completing and reviewing the collection of information. All responses to this collection of information are voluntary, and will be provided confidentiality to the extent allowed by the Freedom of Information Act (FOIA). Send comments regarding this burden estimate or any other aspect of this collection of information, including suggestions for reducing this burden to: Aviation Consumer Protection Division, Office of the Secretary, W96-473, 1200 New Jersey Avenue, SE, Washington, D.C. 20590.

If you use the web complaint form above, we would welcome any comments that you may have about that process. Please email any such comments to [email protected] . (That address does not accept complaints about air service, only comments about the web complaint form process.)

These 15 states will now investigate complaints about airline service under new Biden agreement

Under an agreement announced by the department of transportation, state attorney general offices will be able to investigate complaints about airline service, by david koenig | associated press • published april 16, 2024 • updated on april 16, 2024 at 3:06 pm.

The Biden administration is enlisting the help of officials in 15 states to enforce consumer-protection laws covering airline travelers, a power that by law is limited to the federal government.

The U.S. Department of Transportation said Tuesday that the states, which include California, New York and Illinois, will help ensure that government enforcement activities keep up with a current boom in air travel.

Under an agreement announced by Transportation Secretary Pete Buttigieg, state attorney general offices will be able to investigate complaints about airline service. If they believe an airline violated the law or is refusing to cooperate with investigators, the states could refer cases to the Transportation Department for enforcement.

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In return, the Transportation Department, or DOT, will give the states access to its consumer-complaint system and train state employees about federal consumer laws covering airlines.

“This is a partnership that will greatly improve DOT's capacity to hold airlines accountable and to protect passengers,” Buttigieg told reporters.

Buttigieg pointed to travelers whose flights are canceled and then must wait days for another flight or pay more to fly home on another airline. “Things like that are a violation of passenger rights, and we are seeing far too many cases of that,” he said.

The states and territories whose officials signed the “memorandum of understanding” with the Transportation Department are:

• Connecticut
• New Hampshire
• North Carolina
• Pennsylvania
• Rhode Island
• District of Columbia
• Northern Mariana Islands
• U.S. Virgin Islands

Buttigieg, a Democrat, repeatedly cast the agreement as bipartisan, but only two of the state officials who signed on are Republicans. Buttigieg indicated his department hopes to recruit more states.

Under U.S. law, the federal government alone regulates consumer-protection laws covering airlines. The carriers are not legally required to respond to state investigations.

Consumer advocates have pushed to expand enforcement power to the states. However, both the full House and a key Senate committee declined to include that proposal in pending legislation that covers the Federal Aviation Administration, part of the Transportation Department.

“During the pandemic, we actually got more complaints about airline traffic than any other topic, and it was frustrating” because the state had no authority to investigate the complaints, Colorado Attorney General Philip Weiser said.

Weiser argued that Congress should give states power to enforce airline consumer-protection laws, “but I have to say, we didn't wait for Congress to act.”

Consumer groups praised the agreement while saying they would rather see Congress write into law the power of states to regulate consumer-protection rules.

“This is the next best thing," said William McGee, an aviation expert at the American Economic Liberties Project, which opposes industry consolidation. “We don’t look at this as a threat to DOT’s authority. We look at it as the states assisting DOT, which doesn’t have the staffing to handle all the complaints they get.”

Airlines for America, a trade group representing the largest U.S. carriers, said it works with state and national groups “to constantly improve the customer experience for all passengers. We appreciate the role of state attorneys general and their work on behalf of consumers, and we look forward to continue working with them."

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Air Travel Consumer Report: Consumer Complaints Up from May, Nearly 270 Percent Above Pre-Pandemic Levels

OST 25-22 Contact:  [email protected]

WASHINGTON – The U.S. Department of Transportation today released its Air Travel Consumer Report (ATCR) on airline operational data compiled for the month of June and for the second quarter of 2022 for on-time performance, consumer complaints received, mishandled baggage, and mishandled wheelchairs and scooters. There was a 34.9% increase in air travel service complaints from May to June, and complaints are nearly 270 percent above pre-pandemic levels.

The ATCR is designed to assist consumers with information on the quality of services provided by airlines. DOT remains committed to ensuring airline passengers are treated fairly and is concerned about recent flight cancellations and flight disruptions. The Department’s Office of Aviation Consumer Protection (OACP) is monitoring airlines’ operations to ensure that airlines are not engaging in unrealistic scheduling of flights and are complying with aviation consumer protection requirements. This includes ensuring consumers receive prompt refunds if they are no longer interested in continuing their travel when their flights are cancelled or significantly changed.

Also, last week, U.S. Transportation Secretary Pete Buttigieg sent a letter to U.S. airlines challenging airlines to improve their customer service plans and announced that the Department will create an interactive dashboard before Labor Day to make it easier for the traveling public to determine the services such as hotels and meals that would be provided to them when the cause of a cancellation or a lengthy delay was due to circumstances within the airline’s control.

DOT uses the data from the ATCR, consumer complaints, and other information it secures from the airlines to inform its enforcement activities and the adequacy of existing rules.

Flight Operations

The 583,584 flights operated in June 2022 were 85.8% of the 679,802 flights operated in pre-pandemic June 2019. Operated flights in June 2022 were 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 May 2022.

In June 2022, the 10 marketing network carriers reported 602,057 scheduled domestic flights, 18,473 (3.1%) of which were canceled. In June 2021, the same airlines reported 573,779 scheduled domestic flights, 9,196 (1.6%) of which were canceled. In May 2022, airlines scheduled 602,950 domestic flights, of which 11,993 (2.0%) were canceled. In June 2019, airlines scheduled 694,469 domestic flights, of which 14,667 (2.1%) were canceled.

June 2022 On-Time Arrival

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

Highest Marketing Carrier On-Time Arrival Rates June 2022 (ATCR Table 1)

• Alaska Airlines Network – 78.7%
• Delta Air Lines Network – 78.4%
• Hawaiian Airlines – 77.2%

 Lowest Marketing Carrier On-Time Arrival Rates June 2022 (ATCR Table 1)

• Allegiant Air – 59.0%
• JetBlue Airways – 61.3%
• Frontier Airlines – 69.5%

For the first six months of 2022, the reporting marketing carriers posted an on-time arrival rate of 75.94%, down from 77.41% for the same period in pre-pandemic 2019.

June 2022 Flight Cancellations

In June 2022, reporting marketing carriers canceled 3.1% of their scheduled domestic flights, higher than the rate 1.6% in June 2021 and higher than the rate of 2.1% in pre-pandemic June 2019.

Lowest Marketing Carrier Rates of Canceled Flights June 2022 (ATCR Table 6)

• Hawaiian Airlines – 0.1%  
• Alaska Airlines Network – 0.7%   
• Frontier Airlines – 1.1%    

Highest Marketing Carrier Rates of Canceled Flights June 2022 (ATCR Table 6)

• American Airlines Network – 4.4%    
• Delta Air Lines Network – 3.9%    
• United Airlines Network – 3.5%    

For the first six months of 2022, the reporting marketing carriers posted a cancellation rate of 3.2%, up from 2.4% for the same period in pre-pandemic 2019.

Complaints About Airline Service

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

For the first six months of 2022, the Department received 28,550 complaints, up 27.8% from the 22,336 filed during the first six months of 2021 and more than the entire year of 2019. 

Of the 5,862 complaints received in June 2022, 3,382 (57.7%) were against U.S. carriers, 2,020 (34.5%) were against foreign air carriers, and 460 (7.8%) were against travel companies. 

Flight problems was the highest category of the complaints received in June 2022. Of the 5,862 complaints received, 1,686 (28.8%) concerned cancellations, delays, or other deviations from airlines’ schedules. The Department’s Office of Aviation Consumer Protection (OACP) routinely contacts airlines with widespread cancellations or delays to make clear their obligation to promptly refund passengers who choose not to accept the alternative offered for a canceled or significantly changed flight. Airlines are also required to have and adhere to a customer service plan that identifies the services that the airline provides to mitigate passenger inconveniences resulting from flight cancellations and misconnections. The Department monitors airlines’ actions and reviews complaints that it receives against airlines to ensure that consumers’ rights are not violated. (Read more about airline consumers’ rights here .)

Also, of the 5,862 complaints received in June 2022, 1,435 (24.5%) concerned refunds. The Department’s Office of Aviation Consumer Protection (OACP) continues to communicate with airlines and travel companies that receive refund complaints to ensure compliance with the refund requirements. Many passengers who were initially denied refunds have since received the required refunds. The Department has taken and will take enforcement action against noncompliant airlines and ticket agents as necessary. OACP recently concluded its investigation of 10 airlines and is pursuing enforcement action against them for extreme delays in providing refunds for flights the airlines canceled or significantly changed. The Office is also actively investigating the refund practices of additional airlines flying to, from, or within the United States.

Tarmac Delays

In June 2022, airlines reported 60 tarmac delays of more than three hours on domestic flights, compared to 65 tarmac delays reported in May 2022 and 48 tarmac delays reported in June 2019. In June 2022, airlines reported zero tarmac delays of more than four hours on international flights, compared to two tarmac delays reported in May 2022 and two tarmac delays reported in June 2019.

Airlines are required to have and adhere to assurances that they will not allow aircraft to remain on the tarmac for more than three hours for domestic flights and four hours for international flights without providing passengers the option to deplane, subject to exceptions related to safety, security, and Air Traffic Control related reasons. An exception also exists for departure delays if the airline begins to return the aircraft to a suitable disembarkation point to deplane passengers by those times.

The Department investigates extended tarmac delays.

Mishandled Baggage

In June 2022, reporting marketing carriers handled 43 million bags and posted a mishandled baggage rate of 0.71%, a higher rate for the May 2022 rate of 0.56% and equal to the pre-pandemic June 2019 rate of 0.71%.

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

In the previous three calendar year reports (2019 to 2022), the Department calculated the mishandled baggage rate based on the number of mishandled bags per 1,000 checked bags. The Department is now displaying the mishandled baggage data as a percentage (i.e., per 100 bags enplaned).  This is consistent with the manner that the mishandled wheelchairs and scooters rate is calculated and displayed.

Mishandled Wheelchairs and Scooters

In June 2022, reporting marketing carriers reported checking 68,229 wheelchairs and scooters and mishandling 1,145 for a rate of 1.68% mishandled wheelchairs and scooters, higher than the rate of 1.53% mishandled in May 2022 and the rate of 1.54% mishandled in pre-pandemic June 2019.

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

Bumping/Oversales

Bumping/oversales data, unlike other air carrier data, are reported quarterly rather than monthly. For the second quarter of 2022, the 10 U.S. reporting marketing carriers posted an involuntary denied boarding, or bumping, rate of 0.36 per 10,000 passengers, higher than the rate of 0.17 in the second quarter of 2021 and the rate of 0.31 in the second quarter of 2019.

Incidents Involving Animals

In June 2022, carriers reported one incident involving the death, injury, or loss of an animal while traveling by air, up from the zero reports filed in May 2022, but down from the two reports filed in pre-pandemic June 2019. June 2022’s incident involved the death of one animal.

Complaints About Treatment of Disabled Passengers

In June 2022, the Department received a total of 177 disability-related complaints, up from both the 158 disability-related complaints received in May 2022 and the 70 complaints received in pre-pandemic June 2019. 

For the first six months of 2022, the Department received 886 disability-related complaints, up from the total of 474 filed during the first six months of 2021.   

Complaints About Discrimination

In June 2022, the Department received 15 complaints alleging discrimination – nine complaints regarding race, one complaint regarding national origin, three complaints regarding color, one complaint regarding religion, and one complaint regarding sexual discrimination. This is down from the 52 complaints received in May 2022, but up from the 10 complaints recorded in pre-pandemic June 2019.

For the first six months of 2022, the Department received 102 discrimination complaints – 41 complaints regarding race, two complaints regarding ancestry/ethnicity, six complaints regarding national origin, seven complaints regarding color, 43 complaints regarding religion, two complaints regarding sexual discrimination, and one complaint categorized as “other.” This is up from the total of 59 filed during the first six months of 2021.   

The Department is committed to combating all forms of discrimination and will act if it finds that any carrier violated Federal anti-discrimination statutes.  

Consumers may file air travel consumer or civil rights complaints online at http://airconsumer.dot.gov/escomplaint/ConsumerForm.cfm  or by voicemail at (202) 366-2220, or they may 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.

The ATCR and other aviation consumer matters of interest to the public can be found at https://www.transportation.gov/airconsumer .

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Air Travel Consumer Report: October 2023 Numbers

DOT 01-24 Contact: [email protected]  

WASHINGTON – The U.S. Department of Transportation (DOT) today released its Air Travel Consumer Report (ATCR) on airline operational data compiled for the month of October 2023 for on-time performance, mishandled baggage, and mishandled wheelchairs and scooters.

The ATCR is designed to assist consumers with information on the quality of services provided by airlines. DOT remains committed to ensuring airline passengers are treated fairly and flights operate as scheduled.  For the first 10 months of 2023, 1.5% of flights were canceled, far below the 2.6% cancellation rate for the first 10 months of 2022 and the 2.1% cancellation rate for first 10 months of pre-pandemic 2019.  

DOT uses the data from the ATCR, consumer complaints, and other information it secures from the airlines to inform its enforcement activities and the adequacy of existing rules.

In 2023, DOT issued the largest fines in the history of the consumer protection office primarily based on complaints received. Since the pandemic began, the Department has helped return more than $3 billion in refunds to travelers. 

The Department is also enhancing consumer protections through rulemakings and other activities. After a two-year DOT push to improve the passenger experience, the 10 largest airlines now guarantee meals and free rebooking on the same airline and nine guarantee hotel accommodations as part of the Department’s Airline Customer Service Dashboard. DOT expanded the user-friendly dashboard at  FlightRights.Gov  to highlight which airlines, if any, offer cash compensation, provide travel credits or vouchers, or award frequent flyer miles when they cause flight delays or cancellations. In May, DOT announced plans to launch a new rulemaking that would propose to make passenger compensation and amenities mandatory so that travelers are taken care of when airlines cause flight delays or cancellations, such as staffing issues or mechanical problems.

Further, in 2023, President Biden and Secretary Buttigieg pressed airlines to commit to fee-free family seating. Before their urging, no airline committed to guaranteeing fee-free family seating. Now four airlines have committed to guaranteeing fee-free family seating, and DOT is pursuing a rulemaking that would require all airlines to do so. Secretary Buttigieg also submitted to Congress a  legislative proposal to require that airlines provide fee-free family seating .

To further assist consumers in assessing airline family seating commitments, in March 2023, DOT rolled out a new  family seating dashboard  that highlights the airlines that guarantee fee-free family seating, and those that do not, making it easier for parents to avoid paying junk fees to sit with their children when they fly.

Flight Operations

The 633,349 flights operated in October 2023 were 107.27% of the 590,444 flights operated in October 2022. Operated flights in October 2023 were up 7.27% year-over-year from the 590,444 flights operated in October 2022 and up 6.05% month-over-month from 597,223 flights operated in September 2023. 

In October 2023, the 10 marketing network carriers reported 635,538 scheduled domestic flights, 2,189 (0.3%) of which were canceled. In September 2023, airlines scheduled 604,715 domestic flights, of which 7,492 (1.2%) were canceled. In October 2022, airlines scheduled 595,322 domestic flights, of which 4,878 (0.8%) were canceled.

October 2023 On-Time Arrival

In October 2023, reporting marketing carriers posted an on-time arrival rate of 84.1%, up from both 80.3% in September 2023 and from 83.4% in October 2022. The year-to-date on-time arrival rate for 2023 is 77.0%.

Highest Marketing Carrier On-Time Arrival Rates October 2023 (ATCR Table 1)

• Delta Airlines Network – 90.7%
• United Airlines Network – 85.9%
• Alaska Airlines Network – 85.4% 

Lowest Marketing Carrier On-Time Arrival Rates October 2023 (ATCR Table 1)

• Frontier Airlines – 73.9%
• JetBlue Airways – 73.9%
• Hawaiian Airlines – 76.3%

October 2023 Flight Cancellations

In October 2023, reporting marketing carriers canceled 0.3% of their scheduled domestic flights, lower than the rate 1.2% in both September 2023 and 0.8% in October 2022. The year-to-date cancellation rate for 2023 is 1.5%.

Lowest Marketing Carrier Rates of Canceled Flights October 2023 (ATCR Table 6)

• Delta Air Lines Network – 0.0%*  
• JetBlue Airways – 0.2%   
• Allegiant Airlines – 0.2%    

*Delta canceled 61 flights in October.   Highest Marketing Carrier Rates of Canceled Flights October 2023 (ATCR Table 6)

• Hawaiian Airlines – 1.7%    
• Spirit Airlines – 1.6%    
• Frontier Airlines – 0.7%    

Complaints About Airline Service

The release of air travel service complaint data in the Air Travel Consumer Report (ATCR) has been delayed primarily because of the continued high volume of complaints against airlines and ticket agents received by the Office of Aviation Consumer Protection (OACP) and the time needed to review and process these consumer complaints. The Department has been examining how best to review and process the consumer complaints received to avoid reporting delays. This review led the Department to invest in updating its consumer complaint application system, which was developed in 1996, to bring it up to current technology standards. It also led the Department to seek a Technology Modernization Fund (TMF) investment to further enhance OACP’s consumer complaint and case tracking application system to improve the customer experience for the tens of thousands of consumers who use the system each year and enable OACP to more effectively engage in oversight of the airline industry. On September 29, 2023, the TMF announced that it was awarding DOT an $8 million grant towards this effort.  

In the interim, given the continued high volume of air travel service complaints concerning airlines and ticket agents, the Department has revised how it processes consumer complaints received from June 1 to December 31, 2023. The Department will revise the ATCR to display consumer submissions (complaints, inquiries, and opinions) as opposed to complaints for this period. The Department will continue to display civil rights complaints in the ATCR in a similar manner as before. 

Tarmac Delays

In October 2023, airlines reported six tarmac delays of more than three hours on domestic flights, compared to 57 tarmac delays of more than three hours on domestic flights reported in September 2023. In October 2023, airlines reported zero tarmac delays of more than four hours on international flights, compared to six tarmac delay reported in September 2023. 

Airlines are required to have and adhere to assurances that they will not allow aircraft to remain on the tarmac for more than three hours for domestic flights and four hours for international flights without providing passengers the option to deplane, subject to exceptions related to safety, security, and Air Traffic Control related reasons. An exception also exists for departure delays if the airline begins to return the aircraft to a suitable disembarkation point to deplane passengers by those times.

The Department investigates extended tarmac delays.

Mishandled Baggage

In October 2023, reporting marketing carriers handled 41.0 million bags and posted a mishandled baggage rate of 0.44%, lower than both the rate of 0.53% in September 2023 and the rate of 0.49% in October 2022.

The Department began displaying the mishandled baggage data as a percentage (i.e., per 100 bags enplaned) in January 2022. This is consistent with the manner that the mishandled wheelchairs and scooters rate is calculated and displayed.     In the prior three calendar year reports (2019 to 2021), the Department calculated the mishandled baggage rate based on the number of mishandled bags per 1,000 checked bags. 

Mishandled Wheelchairs and Scooters

In October 2023, reporting marketing carriers reported checking 77,411 wheelchairs and scooters and mishandling 1,030 for a rate of 1.33% mishandled wheelchairs and scooters, lower than the rate of 1.42% mishandled in September 2023 and lower than the rate of 1.38% mishandled in October 2022.

To address many of the significant barriers and challenges experienced by passengers who use wheelchairs, the Department has initiated a rulemaking proposing that, if adopted after public comment would, among other actions, make it an automatic violation of the Department’s Air Carrier Access Act regulations for airlines to mishandle a passenger’s wheelchair. This Notice of Proposed Rulemaking would also enhance training requirements for airline personnel who provide hands-on transfer assistance to passengers and handle wheelchairs. This rulemaking is currently under review by the Office of Information and Regulatory Affairs.

Bumping/Oversales

Bumping/oversales data, unlike other air carrier data, are reported quarterly rather than monthly. For the third quarter of 2023, the 10 U.S. reporting marketing carriers posted an involuntary denied boarding, or bumping, rate of 0.35 per 10,000 passengers, lower than the rate of 0.36 in the second quarter of 2023 and higher than the rate of 0.22 in the third quarter of 2022.

Incidents Involving Animals

In October 2023, carriers reported 2 incidents involving the death, injury, or loss of an animal while traveling by air, equal to the two reports filed in both September 2023 and in October 2022.

Consumers may file air travel consumer or civil rights complaints online at  http://airconsumer.dot.gov/escomplaint/ConsumerForm.cfm  or by voicemail at (202) 366-2220, or they may 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.

The ATCR and other aviation consumer matters of interest to the public can be found at  https://www.transportation.gov/airconsumer .

Airline customers can soon report complaints to Colorado AG’s office

D ENVER (KDVR) — Air travel customers will soon be able to send their complaints of airlines or ticketing agents directly to the Colorado Attorney General’s Office, thanks to an agreement the office announced in conjunction with the U.S. Department of Transportation on Tuesday.

Colorado is one of 15 states to sign such an agreement, allowing the DOT to establish a new process to review and resolve consumer complaints against airlines and ticket agents. The announcement came as Transportation Secretary Pete Buttigieg visited Colorado.

The agreement aims to streamline how attorneys general and the DOT work together to review consumer complaints and identify violations of federal aviation consumer protection requirements, according to a joint announcement by Attorney General Phil Weiser and Secretary Buttigieg.

Weiser said in the announcement that the agreement will lead to improved travel for passengers and allow authorities to hold accountable airlines or ticket agents that harm consumers.

“Consumers deserve to be treated fairly, know what they’re getting, and get everything they pay for when they fly,” said Weiser. “This agreement and partnership with the DOT will allow my office to directly serve Colorado consumers when they file complaints about unfair or deceptive airline business practices and creates a process to ensure DOT prioritizes complaints we refer.”

The new agreement means that Colorado consumers will report their air travel complaints about harmful or deceptive practices to the Colorado Attorney General’s Office at StopFraudColorado.gov .

Agreement details process to review complaints

The memorandum of understanding with 25 U.S. states or territories comes “at a time when complaints about flight disruptions, lack of refunds, and lost or delayed baggage continue to be core passenger concerns,” according to the Colorado AG’s office.

According to the AG’s office, airline consumer protections are the DOT’s responsibility under federal law.

However, through the agreement, the attorney general’s office is authorized to investigate consumer complaints against air carriers, ticket agents and other air travel companies supervised by the DOT. According to documents released Tuesday, the attorney general’s office will work with consumers and companies to resolve complaints, and if necessary, will refer complaints to the DOT’s Office of Aviation Consumer Protection.

Under the agreement, that office will prioritize the review of escalated complaints and include the attorney general’s office staff on letters of inquiry to those companies based on those referrals, in addition to consulting with the attorney general’s office before determining the next steps toward resolution. The current agreement will last for two years, but the parties may agree to extend it at two-year intervals after that.

“We take our mission to protect consumers seriously, and today’s launch of the Airline Passenger Protection Partnership is an important milestone in that effort,” said Buttigieg in a release. “By partnering with a bipartisan group of state attorneys general, the U.S. Department of Transportation has expanded our ability to hold airlines and ticket agents accountable and protect passengers from unfair or deceptive practices.”

The DOT is also tasked with providing technical assistance and training to staff in the attorney general’s office and will meet at least annually with the AG’s office to “assess ongoing efforts and to update Colorado on any actions taken in response to state-referred complaints,” according to Weiser’s release.

Other states and territories that have signed the memorandum of understanding include California, Connecticut, the District of Columbia, Illinois, Maine, Maryland, Michigan, Nevada, New York, New Hampshire, North Carolina, the Northern Mariana Islands, Oklahoma, Pennsylvania, Rhode Island, the U.S. Virgin Islands and Wisconsin. Several other regions have voiced their interest in signing similar agreements.

For the latest news, weather, sports, and streaming video, head to FOX31 Denver.

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• About the CTA

Air travel complaints

If you experienced a problem, you must first contact your airline to resolve it. If that does not work, you can make a complaint with us. The Canadian Transportation Agency (CTA) processes complaints and settles disputes between travellers and airlines.

Make an air travel complaint

Issues we can help with

• Compensation for a flight delay, cancellation or tarmac delay
• Compensation and expenses for lost, delayed or damaged baggage
• Compensation for denied boarding (bumping)
• A refund of a ticket, part of a ticket, or a replacement ticket
• A refund of fees paid (baggage fees, seating fees, change fees, unaccompanied minor fees etc.)
• Reimbursement for out-of-pocket expenses (accommodation, transportation, food/drink)
• Other (refusal to transport, ticket issues, reservations, vouchers, credits, fares, loyalty programs, travelling with children)

Accessibility issues

• Persons with disabilities have a right to equal access to federal transportation services. We can help with complaints that are related to a person's disability and that relate to travel on the national transportation system
• Make an accessibility complaint

Issues we cannot help with

The CTA may be able to review complaints about the  air portion  of travel booked through a travel agency or as part of a tour package. 

Complaints about the  land portion  or  services  of travel booked through a travel agency or as part of a tour package (accommodation, transfers to and from airports, excursions, etc.) fall under provincial jurisdiction.

Please consult the  provincial or territorial government authority for consumers . Your travel agency or tour operator (including on-line reservations) must be registered with a provincial authority in Canada in order to help you.

For complaints about  customs ,  security screening ,  baggage inspection  or  airport security , visit the air transportation section of the Government of Canada  Consumer Hub .

For issues related to  airport facilities or services  (not related to accessibility), you can  contact the airport  directly.

They can help you with:

• Lost and found: items left in public areas in the airport terminal buildings
• Up-to-date flight information
• Terminal maps
• Food and shopping services
• Baggage storage
• Car rentals

For complaints about  airline customer service , you should  contact the airline  directly.

For complaints about  transportation safety  or  unsafe practices  on the plane, you can contact the  Transportation Safety Board of Canada .

For complaints related to  false advertising ,  pricing ,  mergers and acquisitions ; etc., contact the  Competition Bureau of Canada .

If you experience a  human rights issue  during air travel, such as discrimination on the basis of race, gender identity or expression, you can find out more about  human rights complaints and processes  or file a complaint directly with the  Canadian Human Rights Commission .

If you have an issue about  airplane noise , you can get more information from Transport Canada's  Managing noise from aircraft  website.

For issues related to  bilingual service , please contact the  Office of the Commissioner of Official Languages .

• Travel agents or tour operators
• Customs, immigration, or security
• Airport facilities and services (not related to accessibility)
• Airline customer service
• Aviation safety
• Unfair competitive services, including false advertising
• Human rights violation
• Airplane noise complaints
• Bilingual airline service

Already submitted a complaint?

• Check the status of your complaint online
• You do not have to submit a new complaint
• The wait time and the complaint process will not impact the compensation or other entitlements that you may be owed.

Before you make a complaint

• You must contact the airline in writing first and give them 30 days to reply .
• Check the deadlines for delays, cancellations or baggage .

You will be asked in the form to provide information about your flight and the problems you experienced. You will also need to upload your documents throughout the form.

• Proof that you contacted the airline in writing
• Airline ticket, booking confirmation or invoice
• Airline booking number or reservation code.
• Booking details, including the complete flight itinerary.
• Receipts for out-of-pocket expenses related to the problem you experienced
• Ticket number
• Boarding pass
• If you were denied boarding (bumping), you will need written confirmation of what the airline offered you
• Property Irregularity Report (PIR) or Incident report
• Damaged property report, if provided
• Complete list of missing or damaged items, including the value per item
• Receipts for replacement items

How the air travel complaint resolution process works

Step 1 : Passenger form submitted and goes into the queue

Step 2: Complaint resolution Start Notice issued (day 0)

Step 3: Airline answer and passenger reply

Step 4: Eligibility review 

Step 5 optional: Informal resolution — mediation (Starts by day 30) -->

Step 6: Final decision (completed by day 90)

Read more about air travel complaint resolution process .

What you need to know about delays, cancellations and missing baggage

Find out what you should do, and what your rights are.

• if your flight is delayed or cancelled
• if your flight is with a large  or small airline
• if your baggage is lost, damaged or delayed

Peak travel times

• Airport congestion and flight issues
• Tips to ensure the airline boards you on your flight

Alaska Airlines, Hilton hotels top travel Customer Satisfaction Index

While most travel-related news recently has centered on incidents related to Boeing jets, that’s not doing much to change people’s enthusiasm for getting away from it all.

The American Customer Satisfaction Index’s annual Travel Survey for 2023–2024 is out, and for airlines at least, customer satisfaction has never been this high. That might not be surprising, given the ongoing trends of revenge travel and overall wanderlust, but some of the specifics might raise eyebrows.

Alaska Airlines, for instance, was ranked as the top airline for the second year in a row in the study. That came despite the widely reported in-flight loss of a door in January 2024. That incident was blamed on Boeing, which made the plane, rather than Alaska, but it resulted in the grounding of much of the carrier’s fleet, causing inconveniences for travelers.

In the survey, however (which interviewed 16,352 customers between April 2023 and March 2024), Alaska saw its overall customer service score increase by 1% over the previous year to 82. American Airlines came in second, with a score of 79.

United was the only carrier to see its score lower, losing three points.

Among hotels, Hilton led the list, topping IHG and Hyatt. Wyndham was the lowest-ranked chain. Hotels, in general, are on an upswing with consumers. After hitting a 15-year low in 2022, consumer sentiment began to rise last year and was up another 3% this year. As with airlines, the increase is said to be due to an increase in staffing levels and a return to normal operations.

National was the top-rated car rental chain, followed by Alamo (which led last year’s list) and Avis, which tied for second. Lyft and Uber were tied among customer satisfaction in ride-sharing.

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Illinois advances bill to ban hidden fees across consumer goods, services

One day after the Biden administration announced it is putting an end to junk fees in air travel, Illinois lawmakers are one step closer to sweeping legislation that puts an end to hidden fees on just about everything residents buy in the Land of Lincoln.

SPRINGFIELD, Ill. - One day after the Biden administration announced it is putting an end to junk fees in air travel, Illinois lawmakers are one step closer to sweeping legislation that puts an end to hidden fees on just about everything residents buy in the Land of Lincoln.

With inflation showing no signs of letting up, Illinois lawmakers are pushing legislation designed to offset rising prices at the pump, the grocery store, and everywhere else Illinois residents find goods and services.

State Rep. Bob Morgan is the sponsor of the "Junk Fee Ban Act."

"This last weekend I was at a restaurant and ordered a burger and it was $12. I paid it. I knew what I was getting, but then when I got the check there was a 3-percent mandatory surcharge on there and when I asked what it was for, they said it was the service fee and I said service for what?" Morgan said.

The sweeping legislation covers what some describe as "stealth inflation" padding restaurant bills with additional fees, concert tickets, and rideshare totals — anything that includes a surcharge that customers can't see until after they order goods or services.

"Give me the choice as the customer, the consumer to decide whether or not to pay that money," Morgan said.

If the bill is signed into law, the savings for a family of four in Illinois averages $3,000 per year.

"Inflation is a global pressure right? These are services and goods that we know the costs are going up. What we expect though and demand is that there is transparency. Let me make the choice when I'm going to buy an airline ticket, concert ticket, that I know what the actual price is the true price," Morgan said.

The legislation passed in the House and is now on its way to the Senate. If signed into law by Governor JB Pritzker, it would take effect in January 2025.

Is It Safe in Moscow?

Stanislav Solntsev / Getty Images

When you visit Moscow , Russia, you’re seeing one of the world’s largest, and most expensive, capital cities . While there is a history of violent crime against foreign journalists and aid personnel in Russia, a trip to Moscow is usually safe for mainstream travelers. Most tourists in Moscow only face potential issues with petty crime, though terrorism is also a concern. Visitors should stick to the principal tourist areas and abide by the local security advice.

Travel Advisories

• The U.S. Department of State urges travelers to avoid travel to Russia because of COVID-19 and to "exercise increased caution due to terrorism, harassment, and the arbitrary enforcement of local laws."  
• Anyone exploring more of Russia should avoid "The North Caucasus, including Chechnya and Mount Elbrus, due to terrorism, kidnapping,   and   risk of civil unrest." Also, travelers should stay away from "Crimea due to Russia’s occupation of the Ukrainian territory   and   abuses by its occupying authorities."  
• Canada states travelers should use a high degree of caution in Russia due to the threat of terrorism and crime.  

Is Moscow Dangerous?

The Moscow city center is typically safe. In general, the closer you are to the Kremlin , the better. Travelers mainly need to be aware of their surroundings and look out for petty crime. Be especially careful in tourist areas such as Arbat Street and crowded places like the Moscow Metro transit system. The suburbs are also generally fine, though it is advised to stay away from Maryino and Perovo districts.

Terrorism has occurred in the Moscow area, leading authorities to increase security measures. Be more careful at tourist and transportation hubs, places of worship, government buildings, schools, airports, crowds, open markets, and additional tourist sites.

Pickpockets and purse snatching happen often in Russia, perpetrated by groups of children and teenagers who distract tourists to get their wallets and credit cards. Beware of people asking you for help, who then trick you into their scheme. Don’t expect a backpack to be a safe bag bet; instead, invest in something that you can clutch close to your body or purchase a money belt . Always diversify, storing some money in a separate location so that if you are pickpocketed, you'll have cash elsewhere. Keep an eye out for thieves in public transportation, underground walkways, tourist spots, restaurants, hotel rooms and homes, restaurants, and markets.

Is Moscow Safe for Solo Travelers?

Large cities like Moscow in Russia are overall fairly safe if you are traveling alone, and the Moscow Metro public transit is a secure and easy way to get around. But it is still a good idea to follow basic precautions as in any destination. Avoid exploring alone at night, especially in bad areas. You may want to learn some basic Russian phrases or bring a dictionary, as many locals don't speak English. However, in case you need any help, there are tourist police that speak English. Also, exploring with other trusted travelers and locals or on professional tours is often a good way to feel safe.

Is Moscow Safe for Female Travelers?

Catcalling and street harassment are infrequent in Moscow and the rest of Russia and females traveling alone don't usually have problems. There are plenty of police officers on the streets as well. Still, it serves to stick to Moscow's well-lit, public areas, avoid solo night walks, and use your instincts. Women frequenting bars may take receive some friendly attention. Females can wear whatever they want, but those entering Orthodox churches will be required to cover up. Though women in Russia are independent, domestic violence and other inequality issues take place regularly.

Safety Tips for LGBTQ+ Travelers

Russia is not known as a gay-friendly country. However, Moscow is one of the more welcoming cities with a blooming LGBTQ+ community and many friendly restaurants, bars, clubs, and other venues. Hate crimes in Russia have increased since the 2013 anti-gay propaganda law. Openly LGBTQ+ tourists in this conservative country may experience homophobic remarks, discrimination, or even violence, especially if traveling with a partner. Also, while women hold hands or hug publicly—whether romantically involved or not—men should avoid public displays of affection to prevent being insulted or other issues.

Safety Tips for BIPOC Travelers

Moscow  and other big cities in Russia have sizable populations of various cultures, so discrimination against BIPOC travelers is rarer than in other parts of the country where it can become dangerous. Some people living in Russia who are Black, Asian, Jewish, and from other backgrounds have experienced racial discrimination and violence. Tourists won't usually experience overt racism but may be the recipients of some stares. If anyone should bother you, be polite and resist being taunted into physically defending yourself.

Safety Tips for Travelers

Travelers should consider the following general tips when visiting:

• It's best not to drink the tap water. If you do, boil it before drinking, though showering is safe and the amount used to brush teeth is generally not harmful. Mineral water is widely drunk, especially at restaurants, and if you prefer not to have it carbonated ask for “ voda byez gaz” (water without gas).
• If you need emergency assistance in case of fire, terrorism, medical issues, or more, dial 112 in Russia for bilingual operators.
• Be judicious about taking photographs, especially of police or officials. This can potentially bring unwanted attention to yourself by members of law enforcement who won’t mind asking to see your passport. Also avoid snapping photos of official-looking buildings, such as embassies and government headquarters.
• Carry your passport in as secure a manner as possible. If you get stopped for any reason by the police, they can fine or arrest you if you don't have the document with you. Also, keep photocopies of your passport, the page on which your travel visa appears, and any other documents that relate to your stay in Russia.
• Use official taxis only and steer clear of illegal taxi companies, especially at night. Ask your hotel to call a reputable taxi company.

U.S. Department of State. " Russia Travel Advisory ." August 6, 2020.

Government of Canada. " Official Global Travel Advisories ." November 19, 2020.

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Air Travel Consumer Report: Consumer Complaints Against Airlines Rise More Than 300 Percent Above Pre-Pandemic Levels

WASHINGTON – The U.S. Department of Transportation today released its Air Travel Consumer Report (ATCR) on airline operational data compiled for the month of April 2022 for on-time performance, consumer complaints received, mishandled baggage, and mishandled wheelchairs and scooters. The ATCR is designed to assist consumers with information on the quality of services provided by airlines. DOT remains committed to ensuring airline passengers are protected fairly and is concerned about recent cancellations and flight disruptions. It uses the data from the ATCR, consumer complaints, and other information it secures from the airlines to inform its enforcement activities and the adequacy of existing rules.

Flight Operations

In April, the COVID-19 pandemic continued to result in significant changes to airline schedules and operations. The 566,893 flights operated in April 2022 were 86.9% of the 652,533 flights operated in pre-pandemic April 2019. Operated flights in April 2022 were up 20.3% year-over-year from the 471,375 flights operated in April 2021 and down 2.6% month-over-month from the 581,434 flights operated in March 2022.  

In April 2022, the 10 marketing network carriers reported 580,290 scheduled domestic flights, 13,397 (2.3%) of which were canceled. In April 2021, the same airlines reported 473,936 scheduled domestic flights, 2,561 (0.5%) of which were canceled. In March 2022, airlines scheduled 590,542 domestic flights, of which 9,108 (1.5%) were canceled. In April 2019, airlines scheduled 668,259 domestic flights, of which 15,726 (2.4%) were canceled.

April 2022 On-Time Arrival

In April 2022, reporting marketing carriers posted an on-time arrival rate of 76.0%, down from 77.2% in March 2022 and 79.8% in pre-pandemic April 2019. The year-to-date on-time arrival rate for 2022 is 76.3%.

Highest Marketing Carrier On-Time Arrival Rates April 2022 (ATCR Table 1)

• Delta Air Lines Network – 81.9%
• United Airlines Network – 80.9%
• Hawaiian Airlines – 80.8%

Lowest Marketing Carrier On-Time Arrival Rates April 2022 (ATCR Table 1)

• JetBlue Airways – 53.3%
• Frontier Airlines – 58.4%
• Spirit Airlines – 58.5%

April 2022 Flight Cancellations

In April 2022, reporting marketing carriers canceled 2.3% of their scheduled domestic flights, higher than the rate of 1.5% in March 2022, and lower than the rate of 2.4% in pre-pandemic April 2019.

Lowest Marketing Carrier Rates of Canceled Flights April 2022 (ATCR Table 6)

• Delta Air Lines Network – 1.1%  
• Hawaiian Airlines – 1.4%   
• American Airlines Network – 1.6%    

Highest Marketing Carrier Rates of Canceled Flights April 2022 (ATCR Table 6)

• Spirit Airlines – 10.3%    
• JetBlue Airways – 9.0%    
• Alaska Airlines Network – 3.8%    

Complaints About Airline Service

In April 2022, DOT received 5,079 complaints about airline service from consumers, up 14.8% from the 4,423 complaints received in March 2022 and up 321.5% from the 1,205 complaints received in pre-pandemic April 2019.

Of the 5,079 complaints received in April 2022, 3,173 (62.5%) were against U.S. carriers, 1,409 (27.7%) were against foreign air carriers, and 497 (9.8%) were against travel companies. 

Also, of the 5,079 complaints received in April 2022, 1,641 (32.3%) concerned refunds. The Department’s Office of Aviation Consumer Protection continues to communicate with airlines and travel companies that receive refund complaints to ensure compliance with the refund requirements. Many passengers who had initially been denied refunds have received the required refunds. The Department has taken and will take enforcement action against noncompliant airlines and ticket agents as necessary.

Flight problems was the second highest category of the complaints received in April 2022. Of the 5,079 complaints received, 1,549 (30.5%) concerned cancellations, delays, or other deviations from airlines’ schedules. The Department’s Office of Aviation Consumer Protection (OACP) routinely contacts airlines with widespread cancellations or delays to remind them of their obligation to promptly refund passengers who choose not to accept the alternative offered for a canceled or significantly changed flight. Airlines are also required to have and adhere to a customer service plan that identifies the services that the airline provides to mitigate passenger inconveniences resulting from flight cancellations and misconnections. The Department monitors airlines’ actions and reviews complaints that it receives against airlines to ensure that consumers’ rights are not violated.

Tarmac Delays

In April 2022, airlines reported 33 tarmac delays of more than three hours on domestic flights, compared to seven tarmac delays reported in March 2022. In April 2022, airlines reported one tarmac delay of more than four hours on international flights, compared to zero tarmac delays reported in March 2022. 

Airlines are required to have and adhere to assurances that they will not allow aircraft to remain on the tarmac for more than three hours for domestic flights and four hours for international flights without providing passengers the option to deplane, subject to exceptions related to safety, security, and Air Traffic Control related reasons. An exception also exists for departure delays if the airline begins to return the aircraft to a suitable disembarkation point to deplane passengers by those times.

Extended tarmac delays are investigated by the Department.

Mishandled Baggage

In April 2022, reporting marketing carriers handled 40.0 million bags and posted a mishandled baggage rate of 0.55%, a lower rate for the March 2022 rate of 0.57% and lower rate for the pre-pandemic April 2019 rate of 0.56%.

In the previous three calendar year reports (2019 to 2022), the Department calculated the mishandled baggage rate based on the number of mishandled bags per 1,000 checked bags. The Department is now displaying the mishandled baggage data as a percentage (i.e., per 100 bags enplaned). This is consistent with the manner that the mishandled wheelchairs and scooters rate is calculated and displayed.

Mishandled Wheelchairs and Scooters

In April 2022, reporting marketing carriers reported checking 61,475 wheelchairs and scooters and mishandling 896 for a rate of 1.46% mishandled wheelchairs and scooters, higher than the rate of 1.43% mishandled in March 2022 and also higher than the rate of 1.35% mishandled in pre-pandemic April 2019.

Bumping/Oversales

Bumping/oversales data, unlike other air carrier data, are reported quarterly rather than monthly. For the first quarter of 2022, the 10 U.S. reporting marketing carriers posted an involuntary denied boarding, or bumping, rate of 0.44 per 10,000 passengers, higher than both the rate of 0.08 in the first quarter of 2021 and the rate of 0.32 in the first quarter of 2019.

Incidents Involving Animals

In April 2022, carriers reported one incident involving the death, injury, or loss of an animal while traveling by air, up from the zero reports filed in March 2022 and equal to the one report filed in pre-pandemic April 2019. April 2022’s incident involved the death of one animal.

Complaints About Treatment of Disabled Passengers

In April 2022, the Department received a total of 162 disability-related complaints, up from both the 119 disability-related complaints received in March 2022 and the 80 complaints received in pre-pandemic April 2019. 

Complaints About Discrimination

In April 2022, the Department received eight complaints alleging discrimination – five complaints regarding race, one complaint regarding national origin, and two complaints regarding color. This is down from the 19 complaints received in March 2022, but up from the five complaints recorded in pre-pandemic April 2019.

Consumers may file air travel consumer or civil rights complaints online at http://airconsumer.dot.gov/escomplaint/ConsumerForm.cfm or by voicemail at (202) 366-2220, or they may 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.

The ATCR and other aviation consumer matters of interest to the public can be found at https://www.transportation.gov/airconsumer .