Air Consumers’ Report: Figures from January 2022

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WASHINGTON – The US Department of Transportation today released its Air Consumer Consumer Report (ATCR) on airline operating data compiled for January 2022 on timely performance, mishandled baggage, wheelchairs and scooters, complaints received and over-sales. ATCR is intended to assist consumers with information on the quality of services provided by airlines. It also contains information on passenger and baggage security complaints received by the Office of Transport Safety, which is available in a more comprehensive format for the first time. ATCR and other aviation consumer issues of public interest can be found at https://www.transportation.gov/airconsumer.

In January, the COVID-19 pandemic (particularly the sharp rise in Omicron-related COVID-19 cases) continued to lead to significant changes in airline schedules and operations. 528,070 flights in January 2022 represented 85.3% of 619,099 flights in January 2019 before the pandemic. Flights operated in January 2022 increased by 51.0% year-on-year from 375,229 flights performed in January 2021 and decreased by 6.8% per month. more than a month out of 566,465 flights in December 2021.

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In January 2022, 10 marketing network carriers reported 563,737 scheduled domestic flights, of which 35,667 (6.3%) were canceled. In January 2021, the same airlines reported 379,384 scheduled domestic flights, of which 4,155 (1.1%) were canceled. In December 2021, airlines scheduled 580,238 domestic flights, of which 13,773 (2.4%) were canceled.

January 2022 Early arrival

In January 2022, the notifying marketing carriers recorded an early arrival rate of 75.3%, down from 76.0% in December 2021 and 78.4.0% in January 2019 before the pandemic.

Highest rates of early arrival of a marketing operator in January 2022 (ATCR table 1)

  1. Delta Air Lines – 79.4%
  2. American Airlines Network – 78.0%
  3. Hawaiian Airlines – 77.9%

Lowest rates of early arrival of a marketing operator in January 2022 (ATCR Table 1)

  1. JetBlue Airways – 61.2%
  2. Allegiant Air – 65.5%
  3. Frontier Airlines – 69.4%

Cancellation of flights in January 2022

In January 2022, the notifying marketing carriers canceled 6.3% of their scheduled domestic flights, which is more than 2.4% in December 2021 and 3.1% in January 2019 before the pandemic.

Lowest rates for marketing carriers for canceled flights in January 2022 (ATCR Table 6)

  1. Spirit Airlines – 3.4%
  2. Hawaiian Airlines – 3.7%
  3. Frontier Airlines – 4.5%

Highest rates for marketing carriers for canceled flights in January 2022 (ATCR Table 6)

  1. JetBlue Airways – 9.8%
  2. United Airlines – 8.7%
  3. Allegiant Air – 8.3%

Stay on asphalt

In January 2022, airlines reported 14 airline delays of more than three hours on domestic flights, compared to the 33 airline delays reported in December 2021 and the 10 airway delays reported in January 2019 before the pandemic. In January 2022, airlines reported 5 airline delays of more than four hours on international flights, compared to 0 airline delays reported in December 2021 and 6 airline delays in January 2019 before the pandemic.

Airlines are required to have and comply with guarantees that they will not allow an aircraft to remain on the apron for more than three hours on domestic flights and four hours on international flights without giving passengers the opportunity to disembark, except for safety and security exceptions. and reasons related to air traffic control. There is also an exception for departure delays if the airline starts returning the aircraft to a suitable place of disembarkation to drop off passengers at these times.

The Ministry is investigating the extended delay at the check-in area.

Improperly handled luggage

In January 2022, the reporting marketing carriers processed 31.4 million bags and recorded a handling rate of 0.81%, which is higher than the December 2021 rate of 0.66% and the pre-pandemic rate of January 2019 of 0 , 6%.

In reports for the previous three calendar years (2019 to 2022), the ministry calculated the rate of incorrectly checked baggage based on the number of incorrectly handled bags per 1,000 checked baggage. The ministry now displays data on incorrectly checked baggage in percentages (ie per 100 bags loaded). This is in line with the way in which wheelchair and scooter rates are calculated and displayed.

Improperly handled wheelchairs and scooters

In January 2022, the reporting marketing carriers stated that they had inspected 35,150 wheelchairs and scooters and mishandled 647, with a 1.84% wheelchair and scooter mishandling rate higher than the 1.65% mishandling rate in December 2021, but lower than the 2.1% pandemic mishandling rate in January 2019, the highest rate recorded.

Impacts / Resale

Unlike other air carriers, data on sharp increases / oversales are reported quarterly and not monthly.
In the fourth quarter of 2021, 10 marketing carriers in the United States reported an involuntary denial of boarding or collision rate of 0.23 per 10,000 passengers, which is more than 0.16 in the third quarter of 2021 and a rate of 0.03 in the fourth quarter . 2020.

Incidents involving animals

In January 2022, carriers reported one incident involving the death, injury or loss of an animal while traveling by air, a decrease from four reports filed in December 2021 and the same as in the case of the pre-pandemic in January 2019. January 2022 incident involved the death of one animal.

Complaints about airline services

In January 2022, the DOT received 5,091 complaints from airlines about consumers, an increase of 20.0% from the 4,242 complaints received in December 2021 and an increase of 479.8% from 878 complaints received in January 2019 before the pandemic.

Of the 5,091 complaints received in January 2022, 2,590 (50.9%) were against US carriers, 1,804 (35.4%) against foreign airlines and 691 (13.6%) were against airlines.

In addition, out of 5,091 complaints received in January 2022, 2,354 (46.2%) concerned refunds. The Ministry’s Aviation Consumer Protection Office continues to communicate with airlines and travel companies that receive complaints about refunds to ensure compliance with refund requirements. Many passengers who were initially denied compensation received the required compensation. The Ministry has taken and, if necessary, taken enforcement action against non-compliant airlines and ticket vendors.

Flight problems were the second highest category of complaints received in January 2022. Of the 5,091 complaints received, 752 (14.8%) concerned cancellations, delays or other deviations from airline schedules. The Ministry’s Aviation Consumer Protection Office routinely contacts airlines with large cancellations or flight delays to remind them of their obligation to return money immediately to passengers who choose not to accept the offered alternative to a canceled or significantly changed flight. Airlines are also required to have and adhere to a customer service plan that identifies the services that the airline provides to alleviate passenger discomfort due to cancellations and incorrect connections. The ministry monitors airlines’ actions and reviews complaints it receives against airlines to ensure that consumer rights are not violated.

Complaints about the treatment of disabled passengers

In January 2022, the ministry received a total of 143 disability-related complaints, down from 180 disability-related complaints received in December 2021, but more than 48 complaints received in January 2019 before the pandemic.

Discrimination complaints

In January 2022, the ministry received five complaints of alleged discrimination – two complaints concerning race, two complaints concerning national origin and one complaint categorized as “other”. This equates to five complaints received in December 2021 and less than the seven complaints recorded in January 2019 before the pandemic.

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

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