WASHINGTON – The U.S. Department of Transportation today released the Air Travel Consumer Report (ATCR) for airline operations data for June and the second quarter of 2022. and a scooter. He saw a 34.9% increase in air travel service complaints from May to June, nearly 270% above pre-pandemic levels.
ATCR aims to provide consumers with information about the quality of service provided by airlines. The 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) monitors airline operations to ensure that airlines do not schedule unrealistic flights and comply with aviation consumer protection requirements. I’m here. This includes helping consumers get refunds quickly if they are no longer interested in continuing to travel when their flight is canceled or significantly changed.
Also last week, U.S. Secretary of Transportation Pete Buttigieg sent a letter to U.S. airlines challenging them to improve their customer service plans, making it easier for travelers to determine such services. announced that it will create an interactive dashboard in advance of Labor Day. As hotel and meals provided where the cause of the cancellation or significant delay was due to circumstances within the airline’s control.
DOT will use data from ATCR, consumer complaints, and other information secured from airlines to inform enforcement actions and adequacy of existing regulations.
The 583,584 flights operated in June 2022 were 85.8% of the 679,802 flights operated in June 2019 before the pandemic. More than a month has passed since 590,957 flights operated in May 2022.
In June 2022, 10 marketing network carriers reported 602,057 scheduled domestic flights, of which 18,473 (3.1%) were canceled. In June 2021, the same airline reported his 573,779 scheduled domestic flights, of which 9,196 (1.6%) were canceled. In May 2022, the airline had 602,950 domestic flights scheduled for him, of which 11,993 (2.0%) were canceled. In June 2019, the airline had 694,469 domestic flights scheduled, of which 14,667 (2.1%) were canceled.
June 2022 Arrival on time
Marketing carriers reported on-time arrival rates in June 2022, down 73.5% from 77.2% in May 2022, and up from 73.3% in June 2019 before the pandemic. Year-to-date on-time arrival rate in 2022 is 75.9%.
Best Marketing Carrier On-Time Arrival Rates in June 2022 (ATCR Table 1)
- Alaska Airlines Network – 78.7%
- Delta Air Lines Network – 78.4%
- Hawaiian Airlines – 77.2%
Minimum on-time arrival rate for June 2022 (ATCR Table 1)
- Allegiant Airlines – 59.0%
- JetBlue Airways – 61.3%
- Frontier Airlines – 69.5%
In the first six months of 2022, reported marketing carriers recorded an on-time arrival rate of 75.94%, down from 77.41% for the same period before the pandemic in 2019.
Cancellation of flights in June 2022
Marketing carriers reportedly canceled 3.1% of scheduled domestic flights in June 2022. This is higher than 1.6% in June 2021 and higher than 2.1% in June 2019 before the pandemic.
Minimum Marketing Carrier Rate for Flights Canceled in June 2022 (ATCR Table 6)
- Hawaiian Airlines – 0.1%
- Alaska Airlines Network – 0.7%
- Frontier Airlines – 1.1%
Best Marketing Carrier Rates for Canceled Flights in June 2022 (ATCR Table 6)
- American Airlines Network – 4.4%
- Delta Air Lines Network – 3.9%
- United Airlines Network – 3.5%
In the first six months of 2022, reported marketing carriers posted cancellation rates of 3.2%, up from 2.4% in the same period before the 2019 pandemic.
Air Service Complaints
In June 2022, DOT received 5,862 consumer complaints about air services. This is a 34.9% increase from his 4,344 complaints received in May 2022, and a 269.6% increase from his 1,586 complaints received in June 2019 before the pandemic.
In the first six months of 2022, the department received 28,550 complaints. This is a 27.8% increase from 22,336 submitted in the first six months of 2021 and more than in 2019 as a whole.
Of the 5,862 complaints received in June 2022, 3,382 (57.7%) were against U.S. airlines, 2,020 (34.5%) were against foreign airlines, and 460 (7.8%) ) was for travel agencies.
Flight issues were the most common complaints received in June 2022. The province’s Office of Aviation Consumer Protection (OACP) regularly contacts airlines to identify canceled or significantly changed flights. clarifies that passengers who choose not to accept the alternatives offered to them are obliged to promptly refund them. Airlines are also required to develop and adhere to a customer service plan that identifies the services they provide to mitigate inconvenience to passengers due to flight cancellations or misconnections. The ministry monitors airline behavior and reviews complaints filed against airlines to ensure that consumer rights are not violated. (Read more about airline consumer rights here.)
Also, of the 5,862 complaints received in June 2022, 1,435 (24.5%) were related to refunds. The agency’s Office of Aviation Consumer Protection (OACP) continues to communicate with airlines and travel agencies that receive refund complaints to ensure compliance with refund requirements. Many passengers who were initially denied refunds have since received the refunds they needed. The ministry is taking enforcement action against violating airlines and ticket agents where appropriate. The OACP recently closed an investigation of 10 airlines and is pursuing enforcement action against them, accusing them of significantly delaying refunds for canceled or significantly modified flights. We are also actively investigating the refund practices of other airlines that fly to, from, or within the United States.
delay on tarmac
In June 2022, the airline reported 60 delays of three hours or more on domestic flights. This compares to 65 tarmac delays reported in May 2022 and 48 tarmac delays reported in June 2019. On international flights compared to two tarmac delays reported in May 2022 and two tarmac delays reported in June 2019.
Airlines must have and comply with a guarantee that the aircraft cannot remain on the runway for more than 3 hours for domestic flights and 4 hours for international flights, with exceptions related to safety and security. there is. , and air traffic control-related reasons. Exceptions also exist for delayed departures if the airline begins to return the aircraft to the appropriate disembarkation point to disembark passengers by that time.
The station will investigate extended tarmac delays.
Mishandling of baggage
In June 2022, the reported marketing carrier processed 43 million bags and recorded a mishandled baggage rate of 0.71%. This is 0.56% higher than the May 2022 rate and on par with his pre-pandemic June 2019 rate of 0.71%.
In Q2 2022, the airline announced a baggage mishandling rate of 0.63%. That’s higher than his 0.61% in Q2 2019.
In its last three-year report (2019-2022), the department calculated the mishandled baggage rate based on the number of mishandled bags per 1,000 checked bags. The department now presents incorrectly processed baggage data as a percentage (that is, per 100 pieces of baggage carried on board). This is consistent with how mishandled wheelchair and scooter rates are calculated and displayed.
Mishandled wheelchairs and scooters
In June 2022, 68,229 wheelchairs and scooters were checked, with a rate of 1,145 mishandled wheelchairs and scooters of 1.68%, and a mishandling rate of 1.53% in May 2022 and pre-pandemic. The reporting marketing carrier reported that the mishandling rate was 1.54% higher than in June. 2019.
In Q2 2022, the carrier wheelchair and scooter error rate was 1.52%, lower than 1.62% in Q2 2019.
Bump/oversale data is reported quarterly instead of monthly, unlike other airline data.
For the second quarter of 2022, 10 US marketing carriers reported an involuntary denied boarding rate of 0.36 per 10,000 passengers. This is higher than the 0.17 rate in the second quarter of 2021 and the 0.31 rate in the second quarter. of 2019.
incidents involving animals
Animal deaths, injuries and losses reported by airlines in June 2022 increased from zero filed in May 2022, but up from two reports filed in June 2019, before the pandemic. decreased. A single animal fatality incident occurred in June 2022.
Complaints about dealing with customers with disabilities
In June 2022, the department will identify a total of 177 disability-related complaints from both the 158 disability-related complaints it received in May 2022 and the 70 complaints it received in June 2019, pre-pandemic. I have received a complaint.
In the first six months of 2022, the department received 886 disability-related complaints. This is up from a total of 474 submissions in the first six months of 2021.
In June 2022, the department received 15 complaints alleging discrimination. There were 9 race complaints, 1 nationality complaint, 3 skin color complaints, 1 religion complaint and 1 gender discrimination complaint. This is down from 52 complaints received in May 2022, but up from the 10 complaints he recorded in June 2019 before the pandemic.
In the first six months of 2022, the department received 102 discrimination complaints. 41 race complaints, 2 ancestry/ethnicity complaints, 6 nationality complaints, 7 skin color complaints, 43 religion complaints, 2 sexual discrimination complaints, 1 The complaint was categorized as ‘Other’. This is up from a total of 59 submissions in the first six months of 2021.
The department is committed to combating all forms of discrimination and will act when it finds that a carrier has violated federal antidiscrimination laws.
Consumers may submit air travel consumer or civil rights complaints online at http://airconsumer.dot.gov/escomplaint/ConsumerForm.cfm or by voicemail at (202) 366-2220. or you can mail your complaint to the Aviation Consumer Protection Division. , U.S. Department of Transportation, C-75, W96-432, 1200 New Jersey Ave, SE, Washington, DC 20590.
ATCR and other air consumer issues of public interest can be found at https://www.transportation.gov/airconsumer.