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U.S. Consumer Air Travel Complaints Up 35 Percent in June Over May

By Donna M. Airoldi / August 26, 2022 / Contact Reporter
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The number of consumer air travel complaints in June increased nearly 35 percent month over month to more than 5,860 and were nearly 270 percent above pre-pandemic levels, the U.S. Department of Transportation announced Friday. 

The month-over-month increase should not necessarily come as a surprise as domestic airlines experienced widely reported disruptions in service beginning around Memorial Day Weekend and lasting into June. As a result, many carriers adjusted their summer schedules to improve operations.

Nearly 583,600 flights operated in June, representing about 86 percent of the number of flights operated in June 2019, according to DOT. That figure also was up 3.4 percent year over year, but down 1.3 percent month over month. The reporting carriers in June canceled approximately 3.1 percent of their scheduled domestic flights, compared with 1.6 percent in June 2021, and 2 percent in May 2022.

Flight problems—cancellations, delays or other deviations from airlines’ schedules—received the highest number of complaints, accounting for nearly 29 percent of the total. The three carriers with the lowest percentages of canceled flights were Hawaiian Airlines (0.1 percent), Alaska Airlines (0.7 percent) and Frontier Airlines (1.1 percent), according to DOT. The carriers with the highest rates of canceled flights included American Airlines (4.4 percent), Delta Air Lines (3.9 percent) and United Airlines (3.5 percent).

One in four complaints concerned refunds, according to DOT. The agency this month submitted a proposal for strengthened consumer protections on air ticket refunds.

In addition, U.S. Transportation Secretary Pete Buttigieg last week sent a letter to U.S. airlines “challenging [them] to improve their customer service plans” and announced that the agency 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.”

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