DOT Reports Number of Airline Consumer Complaints Up from Previous Year

DOT Reports Number of Airline Consumer Complaints Up from Previous Year
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November 11, 2014

When it comes to airline complaints, 2014 isn't proving to be a good one for the nation's carriers.

The Department of Transportation (DOT) is reporting that airline consumer complaints for January through September are already up 18 percent from the same time last year. During that time, the department received 12,350 complaints, up from 10,444 in 2013.

September alone garnered 1,157, up 14 percent from 2013, but down from August 2014's total of 1,602.

The statistics are a part of the DOT Air Travel Consumer Report released last week.

Report Highlights

  • September On-Time Arrival Rate: 81.1 percent, up from 77.7 percent in August
  • Best/Worst On-Time Arrival Rate: Hawaii Airlines 90.8 percent/Envoy Air 73.2 percent
  • Longest Tarmac Delay Exceeding Three Hours: American Airlines Flight 1620 from Raleigh-Durham to Chicago O'Hare on Sept. 5. Delayed 189 minutes (3 hours 15 minutes) in Milwaukee.
  • Highest/Lowest Rate of Cancelled Flights: Envoy Air 5 percent/Hawaii Airlines 0.1 percent
  • Mishandled Bag Rate: 2.98 reports per 1,000 passengers down from 3.69 in August
  • Pets and Air Travel: No reported incidents involving the loss, death or injury to pets, down from 10 in August
  • Cause of Delays: In September 6 percent of delays were caused by a late arriving plane, 5 percent aviation system delays

The full report can be found on the DOT's website.

Consumers can file their complaints in writing with the Aviation Consumer Protection Division, U.S. Department of Transportation, C-75, W96-432, 1200 New Jersey Ave. SE, Washington, DC 20590; by voice mail at (202) 366-2220 or by TTY at (202) 366-0511; or on the web at