Airline Consumer Complaints Down From Previous Year

Airline consumer complaints filed with DOT’s Aviation Consumer Protection Division during the first nine months of this year were down 14.1 percent from the first nine months of 2012


WASHINGTON – Airline consumer complaints filed with DOT’s Aviation Consumer Protection Division during the first nine months of this year were down 14.1 percent from the first nine months of 2012, according to the U.S. Department of Transportation’s Air Travel Consumer Report released today. 

From January to September 2013, the Department received 10,439 consumer complaints, down from the total of 12,153 filed during the first nine months of 2012. In September, the Department received 1,008 complaints about airline service from consumers, down 6.8 percent from the 1,081 complaints filed in September 2012 and down 23.5 percent from the 1,318 received in August 2013. 

The consumer report also includes data on tarmac delays, on-time performance, cancellations, chronically delayed flights, and the causes of flight delays filed with the Department’s Bureau of Transportation Statistics (BTS) by the reporting carriers.  In addition, the consumer report contains information on airline bumping, mishandled baggage reports filed by consumers with the carriers, and disability and discrimination complaints received by DOT’s Aviation Consumer Protection Division.  The consumer report also includes reports of incidents involving the loss, death, or injury of pets traveling by air, as required to be filed by U.S. carriers. 

A news release on the Air Travel Consumer Report is available at http://www.dot.gov/briefing-room/airline-consumer-complaints-down-previous-year. The full consumer report is available at www.dot.gov/individuals/air-consumer/air-travel-consumer-reports. Detailed information on flight delays is available at www.bts.gov

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