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U.S. DOT: Air Travel Consumer Complaints increased by 16.5% in July from June

Flight Cancellations Drop From 3.1% in June to 1.8% in July  

WASHINGTON – The U.S. Department of Transportation on Thursday (Sep 22) released its Air Travel Consumer Report (ATCR) on airline operational data compiled for the month of July for on-time performance, consumer complaints received, mishandled baggage, and mishandled wheelchairs and scooters. There was a 16.5% increase in air travel service complaints from June to July, and complaints are more than 260% above pre-pandemic levels. The previous report from June showed a 34.9% increase from May to June, and complaints were nearly 270% above pre-pandemic levels.

Flight Operations 

The 607,657 flights operated in July 2022 were 86.5% of the 702,876 flights operated in pre-pandemic July 2019. Operated flights in July 2022 were up 0.35% year-over-year from the 605,508 flights operated in July 2021 and up 4.1% month-over-month from the 583,584 flights operated in June 2022. 

In July 2022, the 10 marketing network carriers reported 618,790 scheduled domestic flights, 11,133 (1.8%) of which were cancelled, which marks a decrease in cancellations from June 2022 when 18,473 flights (3.1%) were cancelled. In July 2021, the same airlines reported 615,703 scheduled domestic flights, 10,195 (1.7%) of which were cancelled. In July 2019, airlines scheduled 717,684 domestic flights, of which 14,808 (2.1) were cancelled. 

July 2022 On-Time Arrival 

In July 2022, reporting marketing carriers posted an on-time arrival rate of 74.9% up from 73.5% in June 2022 and down from 76.9% in pre-pandemic July 2019. The year-to-date on-time arrival rate for 2022 is 75.8%. 

Highest Marketing Carrier On-Time Arrival Rates July 2022

  1. Alaska Airlines Network – 82.6% 
  2. Hawaiian Airlines – 80.7% 
  3. Delta Air Lines Network – 80.0  

Lowest Marketing Carrier On-Time Arrival Rates July 2022

  1. Allegiant Air – 60.9% 
  2. JetBlue Airways – 67.4% 
  3. Southwest Airlines – 69.1% 

July 2022 Flight Cancellations 

In July 2022, reporting marketing carriers cancelled 1.8% of their scheduled domestic flights, higher than the rate of 1.7% in July 2021 and lower than the rate of 2.1% in pre-pandemic July 2019 and 3.1% in June 2022. 

Lowest Marketing Carrier Rates of Canceled Flights July 2022

  1. Hawaiian Airlines – 0.1% 
  2. Spirit Airlines – 0.4%    
  3. Alaska Airlines Network – 0.4%     

Highest Marketing Carrier Rates of Canceled Flights July 2022

  1. American Airlines Network – 2.5%     
  2. United Airlines Network – 2.0%     
  3. JetBlue Airways – 1.8%     

Complaints About Airline Service 

In July 2022, DOT received 6,831 complaints about airline service from consumers, up 16.5% from the 5,862 complaints received in June 2022 and up 264.3% from the 1,875 complaints received in pre-pandemic July 2019. 

Of the 6,831 complaints received in July 2022, 3,458 (50.6%) were against U.S. carriers, 2,958 (43.3%) were against foreign air carriers, and 414 (6.1%) were against travel companies.  

Baggage was the highest category of complaints received in July 2022. Of the 6,831 complaints received, 1,842 (27.0%) concerned baggage issues. Most of the baggage complaints are against foreign air carriers. The Department’s Office of Aviation Consumer Protection (OACP) is looking further into this matter. 

Flight problems were the second highest category of complaints received in July 2022. Of the 6,831 complaints received, 1,812 (26.5%) concerned cancellations, delays, or other deviations from airlines’ schedules. 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 cancelled or significantly changed flight.

Also, of the 6,831 complaints received in July 2022, 1,416 (20.7%) were concerned with refunds. The Department has taken and will take enforcement action against non-compliant airlines and ticket agents as necessary. OACP is actively pursuing enforcement action against 10 airlines for extreme delays in providing refunds for flights the airlines cancelled or significantly changed.

Tarmac Delays 

In July 2022, airlines reported 17 tarmac delays of more than three hours on domestic flights, compared to 60 tarmac delays reported in June 2022. In July 2022, airlines reported four tarmac delays of more than four hours on international flights, compared to zero tarmac delays reported in June 2022. Â