The release of the submissions data in the Air Travel Consumer Report (ATCR) was delayed primarily because of the tens of thousands of complaints received 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Consumer Protection (OACP) and the time needed to review and process these consumer complaints using the Department’s outdated legacy consumer complaint application system. Over the past three years, complaints made up an average of 91% of consumer submissions.
The Department has been actively working on modernizing its system for handling consumer complaints with the support of a Technology Modernization Fund (TMF) investment to improve the customer experience for the tens of thousands of consumers who use the system each year. The modernization of the system will also enable OACP to engage in oversight of the airline industry more effectively.
As DOT modernizes its system, given the continued high volume of air travel service complaints concerning airlines and ticket agents, DOT has revised how it processes consumer complaints for efficiency which has resulted in less granular data being available in the ATCR. Except for displaying civil rights complaints in a similar manner as before, the ATCR displays consumer submissions (complaints, inquiries, and opinions) as opposed to complaints for January-May 2024. The Department will revert to displaying detailed complaint data in the ATCR in a similar manner as before once its new modernized system is operational.
January 2024
In January 2024, DOT received 6,921 airline service submissions, compared to 11,584 submissions in January 2023.
Of the 6,921 submissions received in January 2024, 4,478 concerned U.S. carriers, 2,197 concerned foreign air carriers, and 189 concerned travel companies.
In January 2024, the Department received a total of 226 disability-related complaints, up from the total of 222 complaints received in January 2023.
In January 2024, the Department received a total of 13 discrimination-related complaints, down from the total of 26 complaints received in January 2023.
February 2024
In February 2024, DOT received 4,671 airline service submissions, compared to 7,263 submissions in February 2023.
Of the 4,671 submissions received in February 2024, 2,906 concerned U.S. carriers, 1,553 concerned foreign air carriers, and 157 concerned travel companies.
In February 2024, the Department received a total of 145 disability-related complaints, down from the total of 188 complaints received in February 2023.
In February 2024, the Department received a total of two discrimination-related complaints, down from the total of 20 complaints received in February 2023.
March 2024
In March 2024, DOT received 5,352 airline service submissions, compared to 8,167 submissions in March 2023.
Of the 5,352 submissions received in March 2024, 3,761 concerned U.S. carriers, 1,401 concerned foreign air carriers, and 138 concerned travel companies.
In March 2024, the Department received a total of 172 disability-related complaints, down from the total of 235 complaints received in March 2023.
In March 2024, the Department received a total of three discrimination-related complaints, down from the total of eight complaints received in March 2023.
April 2024
In April 2024, DOT received 5,696 airline service submissions, compared to 7,328 submissions in April 2023.
Of the 5,696 submissions received in April 2024, 4,031 concerned U.S. carriers, 1,497 concerned foreign air carriers, and 134 concerned travel companies.
In April 2024, the Department received a total of 182 disability-related complaints, down from the total of 210 complaints received in April 2023.
In April 2024, the Department received a total of six discrimination-related complaints, down from the total of seven complaints received in April 2023.
May 2024
In May 2024, DOT received 7,749 airline service submissions, compared to 7,000 submissions in May 2023.
Of the 7,749 submissions received in May 2024, 5,831 concerned U.S. carriers, 1,591 concerned foreign air carriers, and 174 concerned travel companies.
In May 2024, the Department received a total of 233 disability-related complaints, up from the total of 221 complaints received in May 2023.
In May 2024, the Department received a total of nine discrimination-related complaints, down from the total of 27 complaints received in May 2023.
DOT’s Historic Record of Consumer Protection Under the Biden-Harris Administration
Under the Biden-Harris Administration, DOT has advanced the largest expansion of airline passenger rights, issued the biggest fines against airlines for failing consumers, and secured returns of more money to passengers in refunds and reimbursements than ever before in the Department’s history.
- DOT has issued a final rule that requires airlines to provide automatic cash refunds to passengers when owed and another final rule to protect consumers from costly surprise airline fees. These rules significantly expand consumer protections in air travel, provide passengers an easier pathway to refunds when owed, and save consumers more than half a billion dollars every year in hidden and surprise junk fees. Provisions of the final rule on airline refunds were fortified through the FAA Reauthorization Act of 2024 (Public Law 118-63) that President Biden signed into law on May 16, 2024. The final rule that DOT issued to protect consumers against costly airline junk fees has been challenged in court by the airline industry, and the court has put a temporary hold on implementation of this rule. The Department will continue to defend this rule and notes that nothing in the Court’s decision prevents airlines from voluntarily complying with this common-sense rule.
- In 2022, under Secretary Buttigieg’s guidance, DOT created an Airline Customer Service Dashboard known as FlightRights.gov to help airline passengers understand what they are entitled to receive when a delay or cancellation was within the airlines’ control and create standards that the Department can enforce. Now all 10 major U.S. airlines guarantee free rebooking and meals, and nine guarantee hotel accommodations when an airline issue causes a significant delay or cancellation. These are new commitments the airlines added to their customer service plans that DOT can legally ensure they adhere to and are displayed on flightrights.gov.
- Since President Biden took office, DOT has helped oversee the return of almost $4 billion in refunds and reimbursements owed to airline passengers – including more than $600 million to passengers affected by the Southwest Airlines holiday meltdown in 2022.
- Under Secretary Buttigieg, DOT has issued more than $166 million in penalties against airlines for consumer protection violations. Between 1996 and 2020, DOT collectively issued less than $71 million in penalties against airlines for consumer protection violations.
- DOT launched a new partnership with a bipartisan group of state attorneys general to fast-track the review of consumer complaints, hold airlines accountable, and protect the rights of the traveling public.
- In 2023, the flight cancellation rate in the U.S. was a record low at under 1.2% – the lowest rate of flight cancellations in over 10 years despite a record amount of air travel.
- DOT is undertaking its first ever industry-wide review of airline privacy practices and its first review of airline loyalty programs.
In addition to finalizing the rules to require automatic refunds and protect consumers from surprise fees, DOT has:
- Proposed to ban family seating junk fees and guarantee that parents can sit with their children for no extra charge when they fly. We encourage members of the public and interested parties to submit comments by October 8, 2024. Before President Biden and Secretary Buttigieg pressed airlines last year, no airline committed to guaranteeing fee-free family seating. Now, four airlines guarantee fee-free family seating, as the Department is working on its family seating junk fee ban proposal.
- Initiated a rulemaking to address passenger compensation and amenities so that travelers are taken care of when airlines cause flight delays or cancellations.
- Proposed to expand the rights for passengers who use wheelchairs and ensure that they can travel safely and with dignity. The Department is actively working on a final rule now.
Consumers may file air travel consumer or civil rights complaints online at https://secure.dot.gov/air-travel-complaint, or they may mail a complaint to the Office of Aviation Consumer Protection, U.S. Department of Transportation, C-70, 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.
Tags: US DOT
