Not First Class: Flyer complaints soar as airlines cancel flights, deny refunds, ruin plans
Analysis of more than 200,000 complaints shows which airlines and airports do best and worst
When the COVID-19 pandemic turned life upside down in early 2020 and commercial flights came to a near-halt, the U.S. government gave the airline industry $50 billion to save jobs and keep the industry afloat. Since then, despite surviving because of their customers’ tax dollars, the airlines repeatedly have canceled and delayed flights, denied refunds and failed at customer service, according to complaints filed with the U.S. Department of Transportation.
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