US DoT: 904.2% increase in airline service complaints in Jun-2020

21 September, 2020

US Department of Transportation (DoT) released (18-Sep-2020) the Air Travel Consumer Report for Jun-2020, which found the following details regarding complaints:

  • Airline service: 15,946 complaints, +904.2% year-on-year and -27.2% from May-2020. Of these complaints, 14,875 were regarding refunds;
  • Disabled passenger treatment: 28, down from 71 in Jun-2019 and up from 18 in May-2020. The DoT received 237 disability related complaints in 1H2020, down 40% from 1H2019;
  • Discrimination: Five, down from 10 in Jun-2020 and up from zero in May-2020. The DoT recorded 30 discrimination related complaints in 1H2020, down 38.8% from 1H2019.

Additionally, 10 US reporting marketing carriers posted an involuntary denied boarding rate of 0.15 per 10,000 passengers in 2Q2020, down from 0.31 in 2Q2019 and up from 0.11 in 1Q2020. Marketing carriers also recorded an involuntary denied boarding rate of 0.12 per 10,000 passengers in 1H2020, down from 0.31 in 1H2019. The DoT recorded no incidents involving the death, injury or loss of an animal in Jun-2020. [more - original PR]