For complaints, it\u2019s important to remember that the DOT directs travelers to file grievances only after they\u2019ve tried to resolve their issue with the airline or ticket agent and haven\u2019t succeeded.<\/p>\r\n
In the cases of cancellations or delays, travelers may want reimbursement for expenses that they\u2019re entitled to receive, or they may want consideration for a missed connection or event.<\/p>\r\n
Or they may still be waiting for refunds that are required by law when the airline cancels the flight for any reason, including weather. In still other cases, travelers may be looking for reimbursement for lost or damaged bags or wheelchairs.<\/p>","":null}},{"acf_fc_layout":"layout_wysiwyg","_acfe_flexible_toggle":"","component_wysiwyg":{"content":"
The data the DOT released last month doesn\u2019t include the detail of years past, which broke down complaints by type. The top three for years have been refunds; cancellations and delays; and baggage and wheelchairs, comprising nearly three-fourths of all complaints. Other issues complained about most: reservations, fares, customer service and problems faced by those with disabilities.<\/p>\r\n
With the data released for 2024, DOT for the second year in a row said it tallied only total submissions and didn\u2019t break out complaints, opinions, compliments and information requests. It did, however, point out that complaints comprised 91% <\/span>of submissions the last three years.<\/p>\r\n That amounted to:<\/p>\r\n\r\n While total complaints against U.S. airlines increased by nearly 9% compared with 2023, the volume for foreign airlines and travel companies both declined notably.<\/p>\r\n Total complaints against all in the airline industry reached 89,094 last year, an increase from 2023 but well short of the 102,550 filed in 2020.<\/p>","":null}},{"acf_fc_layout":"layout_wysiwyg","_acfe_flexible_toggle":"","component_wysiwyg":{"content":"\r\n \t
YOU CAN <\/span>FILE<\/span> A COMPLAINT<\/span><\/a> WITH THE DOT\r\nABOUT <\/span><\/em>AN AIRLINE, TICKET SITE, TRAVEL AGENT OR SOMEONE ELSE\r\n<\/em>IF YOU DON'T GET RESOLUTION TO A PROBLEM<\/em><\/span><\/h4>\r\n \r\n\r\n
\r\n\r\n<\/h4>","":null}},{"acf_fc_layout":"layout_large_image","_acfe_flexible_toggle":"","component_large_image":{"width":"wide","image":58641,"caption_override":""}},{"acf_fc_layout":"layout_wysiwyg","_acfe_flexible_toggle":"","component_wysiwyg":{"content":"
CONCLUSIONS AND RECOMMENDATIONS<\/h4>\r\nFive years after the pandemic brought much of the world to a halt and Congress gave the airlines $54 billion to keep them in business, some aspects of air travel have improved.\r\n\r\nCancellations last year edged up but are half of what they were in 2022. There were more delays too, but it wasn\u2019t as bad as in 2022.\r\n\r\nAbout 1.55 million flights were delayed and 103,000 were canceled. That\u2019s a lot.\r\n\r\nThe percentage of mishandled bags and wheelchairs improved slightly, but still 2.7 million bags were lost or damaged, as were 11,357 wheelchairs and scooters.\r\n\r\nThen there were the domestic tarmac delays: 437 of them in 2024, a huge increase from the 289 the year before. That 437 is the highest number by far since the Tarmac Delay Rule<\/a> took effect in 2010.\r\n\r\nFinally, complaints against U.S. airlines in 2024 were triple what they were in 2022.","":null}},{"acf_fc_layout":"layout_accordion","_acfe_flexible_toggle":"","component_accordion":{"title":"Here are some ways to improve air travel:","entries":[{"title":"The DOT should focus on accountability from the airlines","content":"The airlines need to be held accountable for excessive delays and cancellations, slow-rolled refunds and high complaint volume for some airlines."},{"title":"The DOT should watchdog the airlines are realistic scheduling","content":"Are some airlines scheduling flights too soon after the incoming flight has landed, without allowing enough time for deplaning, cleaning, maintenance, etc.? The DOT in February 2023<\/a> said it was investigating unrealistic scheduling<\/a> involving four airlines.\r\n\r\nUnrealistic scheduling is regarded as \u201can unfair and deceptive practice,\u201d DOT said. It\u2019s also irresponsible if airlines sell tickets to flights in bad faith, because last-minute cancellations can wreak havoc on travelers\u2019 lives and wallets.\r\n\r\nIs unrealistic scheduling going on now? That could lead to unnecessary delays, missed connections or even airline staffs being unnecessarily rushed."},{"title":"The DOT should track \"discontinued flights\" as well as canceled flights","content":"The DOT should revise its definition of a canceled flight to include more than just those canceled within seven days of departure. Those are considered simply \u201cdiscontinued flights.\u201d DOT doesn\u2019t even tally them.\r\n\r\nIf someone has bought a ticket for a flight and that flight is later taken off the board, that could end up disrupting a traveler's plans and costing them more if a new flight is more expensive. Say a flight you booked three months ahead of time is canceled 10 days before the trip? Will you be able to find another flight that works for you? If you do, will it cost more? Probably.\r\n\r\nHow can the DOT hold airlines accountable for cancellations if they don't know how many there are?"},{"title":"The airlines should take care of customers affected by disrupted flights ","content":"The airlines should step up to do the right thing and take care of customers affected by disrupted flights. They should rebook travelers with another airline or cover costs for a hotel, food or ground transportation, especially when it\u2019s an issue under the airline\u2019s control, such as scheduling, staffing or equipment.\r\n\r\nVery few airlines guaranteed any of this before 2022. In September\u00a0 2022<\/a>, the DOT told the airlines it would unveil a public dashboard at FlightRights.gov<\/a> showing which airlines vowed to take care of customers and which ones didn\u2019t.\r\n\r\nThe Airline Customer Service Dashboard<\/a> has been a huge success. Today, all 10 airlines will rebook on their own airline and provide a meal voucher. Six of the 10 will rebook on a competitor\u2019s airline. Nine of the 10 will cover a hotel and pay for ground transportation if a traveler is stranded overnight and it\u2019s the airline\u2019s fault.\r\n\r\nThe DOT the last three years has pushed the major carriers to publicly adopt these and other passenger-friendly policies, such as fee-free seat selection so a young child can sit with a parent or adult companion.\r\n\r\nOnce airlines make a promise like this to the DOT, it becomes part of their contract of carriage. They can\u2019t renege on it for customers who booked flights when the policy was in effect.\r\n\r\nWe know now from the law passed by Congress in May 2024 that the dashboards aren\u2019t going away. The dashboards also currently include airlines\u2019 commitments for military members who change flights because of military orders.\r\n\r\nSome of these issues may become mandatory if approved by the DOT or Congress. But we see that airlines can do the right thing before being ordered. Others should follow suit."}]}},{"acf_fc_layout":"layout_featured_action","_acfe_flexible_toggle":"","component_featured_action":{"action":[],"action_query_string":""}}],"site_specific_content":""},"yoast_head":"\n