The U.S. Department of Transportation recently released its latest batch of consumer complaint data, shedding light on the state of air travel in February 2023. The release of this information was delayed due to a surge in consumer complaints compared to previous years, and the Department is actively strategizing how to manage this influx without compromising its reporting timeline.
Airline Service Complaints
During February 2023, the DOT amassed a total of 6,644 complaints from consumers regarding airline services. This marked a notable decrease of 38.6% from the 10,822 complaints received in the preceding January. However, when contrasted with February 2022’s 3,735 complaints, the increase becomes evident.
Breaking down these figures, a majority of the complaints (66.3%) were directed towards U.S. carriers, followed by 29.0% against foreign air carriers, and 4.7% against travel companies.
Flight Problems Take Center Stage
At the heart of these grievances were flight problems, representing the largest category of complaints received in February 2023. Of the total complaints, 31.8% (2,115 complaints) pertained to cancellations, delays, and other deviations from airlines’ schedules.
Notably, a significant chunk of these flight problems (25.5%) targeted Southwest Airlines, which is currently undergoing a thorough investigation following its extensive flight cancellations during the 2022 Christmas holiday season and beyond.
The DOT’s Office of Aviation Consumer Protection (OACP) is diligently overseeing airlines’ operations to ensure realistic flight scheduling.
This proactive approach also involves communicating with airlines experiencing widespread cancellations or delays to ensure passengers are swiftly refunded if they opt not to accept alternative arrangements. Additionally, airlines are reminded of their obligation to adhere to customer service plans that mitigate passenger inconvenience due to flight disruptions.
Refunds: A Weighty Concern
The second most prevalent category of complaints in February 2023 revolved around refunds, making up 21.8% of the total complaints. The OACP is actively engaged in dialogue with airlines and travel companies to guarantee compliance with refund requirements.
The DOT has been resolute in taking enforcement actions against noncompliant airlines and ticket agents as necessary. Over the past two years, they’ve successfully facilitated the return of over two billion dollars in refunds to travelers.
Furthermore, the Department imposed substantial fines, totaling over $14.5 million, on eleven airlines for consumer protection violations, marking the largest fines in OACP’s history.
Baggage Woes and Beyond
Wrapping up the consumer complaints, baggage issues accounted for 16.1% of the total complaints in February 2023. Within this category, 52.8% were aimed at U.S. carriers, with foreign air carriers receiving the remaining 47.2%.
Disability-Related Complaints
In the realm of passenger disabilities, the Department received 188 complaints in February 2023, down from January’s 222 complaints but an increase from February 2022’s 116 complaints.
Addressing Discrimination Concerns
The Department also tackled discrimination concerns, fielding 20 complaints in February 2023. These allegations spanned eight complaints related to race, five concerning national origin, three involving color, and four citing sexual discrimination.
While a decrease from January 2023’s 26 complaints, it still reflected an increase from February 2022’s mere three complaints. The DOT remains dedicated to combating discrimination in all forms and will take action against carriers violating federal anti-discrimination statutes.
Empowering Passengers with Information
The Air Travel Consumer Report (ATCR) acts as a valuable resource for consumers seeking information on airline service quality. The DOT utilizes data from the ATCR, coupled with consumer complaints and additional airline insights, to inform their enforcement activities and assess existing regulations.
Strengthening Passenger Protections
In an unprecedented move, the DOT announced plans to launch a rulemaking initiative this year. The initiative is aimed at compelling airlines to provide compensation and amenities, including meals, hotels, and rebooking, in cases where the airline is responsible for stranding passengers due to disruptions. This builds on the Department’s ongoing efforts to enhance the passenger experience.
Furthermore, Secretary Buttigieg’s push for fee-free family seating has resulted in three airlines committing to the cause. This progress is supported by a legislative proposal requiring all airlines to provide fee-free family seating.
Navigating the Complaint Process
Consumers can file air travel and civil rights complaints through various channels, including online forms, voicemail, or traditional mail. The DOT remains steadfast in its commitment to ensuring fairness and transparency in air travel for all passengers.