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WASHINGTON – The U.S. Department of Transportation today released its Air Travel Consumer Report (ATCR) on the airline’s operational data compiled for the month of May 2022 for timely performance, received consumer complaints, improperly handled luggage and improperly handled wheelchairs and scooters. There was a 15% drop in airline complaints from April to May, but complaints are still 200 percent above pre-pandemic levels.

ATCR is designed to help consumers with information about the quality of the services provided by airlines. The DOT remains committed to ensuring that air passengers are treated fairly and is concerned about recent flight cancellations and cancellations. The Department’s Office of Aviation Consumer Protection (OACP) monitors airlines’ operations to ensure that airlines do not engage in unrealistic flight planning and comply with aviation consumer protection requirements. This includes ensuring that consumers receive prompt refunds if they are no longer interested in continuing their journey once their flight has been canceled or substantially altered. DOT uses data from ATCR, consumer complaints and other information it secures from airlines to inform about its enforcement activities and the adequacy of existing rules.

In May, the COVID-19 pandemic continued to result in significant changes in airline schedules and operations. The 590,957 flights operated in May 2022 were 86.9% of the 680,165 flights operated in the pre-pandemic in May 2019. The operated flights in May 2022 increased by 14.1% year-on-year from the 517,709 flights, which were completed in May 2019, increased 42.20% in the month of May. over one month from the 566,893 flights completed in April 2022.

In May 2022, the 10 marketing network companies reported 602,950 scheduled domestic flights, of which 11,993 (2.0%) were canceled. In May 2021, the same airlines reported 520,059 scheduled domestic flights, of which 2350 (0.5%) were canceled. In April 2022, airlines planned 580,290 domestic flights, of which 13,397 (2.3%) were canceled.

In May 2022, reporting marketing companies had an arrival rate on time of 77.2% up from 76.0% in April 2022 and down from 77.9% in pre-pandemic May 2019. Year-to-date arrival on time for 2022 is 76.5%.

Highest timely arrival rates in May 2022 (ATCR Table 1)

Lowest Prices for Arrival to Timely Marketing Company May 2022 (ATCR Table 1)

In May 2022, reporting marketing companies canceled 2.0% of their scheduled domestic flights, higher than the rate of 0.5% in May 2021 and corresponding to the same rate of 2.0% in the pre-pandemic in May 2019.

Lowest marketing company prices for canceled flights May 2022 (ATCR Table 6)

Highest marketing company prices for canceled flights May 2022 (ATCR Table 6)

Complaints about airline service

In May 2022, DOT received 4,344 complaints about airline services from consumers, a decrease of 14.5% compared to the 5,079 complaints received in April 2022 and an increase of 237.0% compared to the 1,289 complaints received received in the pre-pandemic May 2019.

Of the 4,344 complaints received in May 2022, 2,413 (55.5%) were against U.S. airlines, 1,472 (33.9%) were against foreign airlines, and 457 (10.5%) were against travel carriers.

Of the 4,344 complaints received in May 2022, 1,326 (30.5%) concerned refunds. The Department’s Office of Aviation Consumer Protection continues to communicate with airlines and travel agents receiving reimbursement complaints to ensure compliance with reimbursement claims. Many passengers who had originally been refused a refund have received the necessary refunds. The department has taken and will take enforcement action against airlines and non-compliant airline agents as required.

Aviation problems were the second highest category of complaints received in May 2022. Of the 4,344 complaints received, 1,034 (23.8%) concerned cancellations, delays or other deviations from airline schedules. The Department’s Office of Aviation Consumer Protection (OACP) routinely contacts airlines with widespread cancellations or delays to remind them of their obligation to immediately reimburse passengers who choose not to accept the offered alternative for a canceled or substantially modified flight. Airlines are also required to have and adhere to a customer service plan that identifies the services provided by the airline to mitigate passenger nuisances due to flight cancellations and faulty connections. The department monitors the actions of airlines and reviews complaints it receives against airlines to ensure that consumers’ rights are not violated.

In May 2022, airlines reported 65 asphalt delays of more than three hours on domestic flights, compared to 33 asphalt delays reported in April 2022. In May 2022, airlines reported two asphalt delays of more than four hours on international flights compared to one asphalt. delays reported in April 2022.

Airlines are required to have and comply with assurances that they will not allow aircraft to remain on the tarmac for more than three hours for domestic flights and four hours for international flights without allowing passengers to take off, subject to safety exceptions , safety, and flight control related reasons. An exception also exists for departure delays if the airline begins to return the aircraft to an appropriate disembarkation point to take off passengers at these times.

Extended asphalt delays are investigated by the department.

In May 2022, reporting marketing companies handled 42.0 million suitcases and submitted a rate for mismanaged luggage of 0.56%, a higher rate for April 2022 rate of 0.55% and lower rate for the pre-pandemic May 2019 rate of 0.63% .

In the previous three calendar year reports (2019 to 2022), the department calculated the rate for incorrectly treated luggage based on the number of incorrectly handled suitcases per. 1,000 checked baggage. The department now shows data on incorrectly handled luggage as a percentage (ie per 100 suitcases transported). This is in line with the way the price of faulty wheelchairs and scooters is calculated and displayed.

Improperly handled wheelchairs and scooters

In May 2022, reporting marketers reported that they checked 72,332 wheelchairs and scooters and abused 1,110 for a frequency of 1.53% malfunctioning wheelchairs and scooters, higher than the rate of 1.46% mistreated in April 2022, but lower than the rate of 1, 54%. pandemic May 2019.

In contrast to other airlines’ data, shock / oversale data are reported quarterly rather than monthly.

For the first quarter of 2022, the 10 U.S. reporting marketing companies issued an involuntary boarding rejection or bumping rate of 0.44 per. 10,000 passengers, higher than the rate of 0.08 in the first quarter of 2021 and the rate of 0.32 in the first quarter of 2019.

In May 2022, airlines reported zero incidents involving the death, injury, or loss of an animal while traveling by air, down from both the one report filed in April 2022 and the four reports filed in the pre-pandemic in May 2019.

Complaints about the treatment of disabled passengers

In May 2022, the department received a total of 158 disability-related complaints, down from the 162 disability-related complaints received in April 2022, but up from the 76 complaints received in the May 2019 pre-pandemic.

In May 2022, the ministry received 52 complaints about discrimination – nine complaints about race, one complaint about origin / ethnicity, one complaint about color and 41 complaints about religion. This is an increase over both the eight complaints received in April 2022 and the nine complaints registered in the May 2019 2019 pre-pandemic.

The increase in the number of complaints is mainly a result of complaints filed against Lufthansa claiming that the airline discriminated against Jewish passengers by refusing them to board Lufthansa flight 1334 from Frankfurt to Budapest, which was a continuation of their journey from New York . The department is committed to combating all forms of discrimination and will act if it finds that an airline has violated federal anti-discrimination laws.

Consumers can file air travel consumer or civil rights complaints online at http://airconsumer.dot.gov/escomplaint/ConsumerForm.cfm or via voicemail at (202) 366-2220, or they can file a complaint with the Aviation Consumer Protection Division, U.S.C. Department of Transportation, C-75, W96-432, 1200 New Jersey Avenue, SE, Washington, DC 20590.

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