Surge in complaints comes amid US airlines struggling with labour shortages

Durrant Pate/Contributor

United States (US) airline customers are complaining more about the quality of service with complaints surging by nearly 270 per cent, compared with pre-pandemic levels.

Data from the US Department of Transportation has revealed a high level of customer dissatisfaction over the last year. In the one-month period of May to June this year, complaints increased by 34.9 per cent.

The US Department for Transportation in its Air Travel Consumer Report detailed the level of customer dissatisfaction showing how customers have been left unimpressed with the quality of services provided by airlines in the US.

Since a strong rebound in travel demand, airlines have struggled with labour shortages after letting staff go during the pandemic. Sadly, for consumers, this has meant an increase in delays, cancellations, and a sometimes-chaotic flying experience.

Fewer flying aircrafts and more cancelations

Despite the progress of the US aviation market in recovering from the COVID-19 pandemic, the number of flights in June 2022 was only 85 per cent of 2019 levels. Although fewer aircraft are flying, cancellations are up by 1.5 per cent.

For the first six months of 2022, the US Department for Transportation report also showed that the on-time arrival rate had worsened. Of the 5,862 complaints received in June 2022, 57.7 per cent were against US carriers, while 34.5 per cent were against foreign air carriers.

The remaining complaints were made against travel companies. According to the Air Travel Consumer Report, more than a quarter of the complaints were about flight problems – cancellations, delays, or other deviations from airlines’ schedules.

Almost a quarter of the complaints were about refunds, a topic that has made the headlines continuously for all the wrong reasons. In its response to this finding, the US Department for Transportation says its Office of Aviation Consumer Protection (OACP) continues to communicate with airlines and travel companies that receive refund complaints to ensure compliance with the refund requirements.

The US Department of Transportation says: “Many passengers who were initially denied refunds have since received the required refunds. The Department has taken and will take enforcement action against non-compliant airlines and ticket agents as necessary.”

The OACP recently concluded its investigation of 10 airlines and is pursuing enforcement action against them for extreme delays in providing refunds for flights the airlines canceled or significantly changed. The Office is also actively investigating the refund practices of additional airlines flying to, from, or within the United States.”

Mishandled baggage

Many airline companies have been struggling with lost baggage and items. In June 2022, carriers handled 43 million bags and posted a mishandled baggage rate of 0.71 per cent, up from 0.56 per cent in May 2022.

The number of wheelchairs and scooters being mishandled by reporting airlines also increased from May 2022. This is an area the Department will be sure to investigate as disability-related complaints in June 2022 rose to 177 compared with 158 a month earlier.

The Department has said that it is committed to combating all forms of discrimination and will act if it finds that any carrier violated Federal anti-discrimination statutes.