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Complaints about airlines in April were 300% higher than in 2019

June 23, 2022
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2 min read
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Complaints about airlines in April were 300% higher than in 2019
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If you had a complaint about an airline in April, you were not alone.

New data out Thursday from the U.S. Department of Transportation show that complaints about airlines increased about 15% from March — and were up 321.5% from those received in April 2019.

In all, 5,079 complaints about airlines were received in April. That's up from 4,423 in March and 1,205 in April 2019. Of those complaints, 62.5% were against U.S. carriers, while 27.7% were against foreign carriers, and 9.8% were against travel companies.

A plurality of complaints — 32.3% — were about refunds. Next was flight problems, such as delays and cancelations, which accounted for 30.5% of the complaints.

Rounding out the top five list were complaints about reservations/ticketing (9.8%), baggage issues (8.7%) and fares (8.1%).

Refunds are often a top category because the DOT has significant power to compel airlines to issue them. Last year, DOT fined Air Canada $2 million for not properly refunding customers, ending an ongoing dispute between the airline and some customers that began during the earliest stages of the pandemic.

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The spike in passenger unhappiness comes ahead of what's shaping up to be a rough summer for air travel. The airline industry has endured a particularly poor stretch operational reliability, and the system remains wobbly as demand soars and carriers try to ramp up operations since the depths of the pandemic. It all suggests that flight problem complaints could rise even further in future DOT reports, known as the Air Travel Consumer Report.

As for the cause, airlines are largely blaming the Federal Aviation Administration for air-traffic control staffing issues, while the federal government believes airlines are trying to operate unsustainable schedules. Because of a data reporting lag, it will be a few months before complaints resulting from recent issues will be reported out.

Related: Why do flight cancellations and delays keep happening?

Regardless of the reason, consumers often have a lot to lose during irregular operations. It can sometimes take days for airlines to recover — especially as flights are full and rebooking options are few. The Biden administration's Transportation Department has prioritized consumer protection — and is encouraging passengers to file reports with them.

Featured image by SAMUEL CORUM/BLOOMBERG VIA GETTY IMAGES
Editorial disclaimer: Opinions expressed here are the author’s alone, not those of any bank, credit card issuer, airline or hotel chain, and have not been reviewed, approved or otherwise endorsed by any of these entities.

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  • Packed with credits foodies will enjoy
  • Solid welcome bonus

Cons

  • Not as useful for those living outside the U.S.
  • Some may have trouble using Uber and other dining credits
  • You may be eligible for as high as 100,000 Membership Rewards® Points after you spend $6,000 in eligible purchases on your new Card in your first 6 months of Card Membership. Welcome offers vary and you may not be eligible for an offer. Apply to know if you’re approved and find out your exact welcome offer amount – all with no credit score impact. If you’re approved and choose to accept the Card, your score may be impacted.
  • Earn 4X Membership Rewards® points per dollar spent on purchases at restaurants worldwide, on up to $50,000 in purchases per calendar year, then 1X points for the rest of the year.
  • Earn 4X Membership Rewards® points per dollar spent at US supermarkets, on up to $25,000 in purchases per calendar year, then 1X points for the rest of the year.
  • Earn 3X Membership Rewards® points per dollar spent on flights booked directly with airlines or on AmexTravel.com.
  • Earn 2X Membership Rewards® points per dollar spent on prepaid hotels and other eligible purchases booked on AmexTravel.com.
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  • $120 Uber Cash on Gold: Add your Gold Card to your Uber account and get $10 in Uber Cash each month to use on orders and rides in the U.S. when you select an American Express Card for your transaction. That’s up to $120 Uber Cash annually. Plus, after using your Uber Cash, use your Card to earn 4X Membership Rewards® points for Uber Eats purchases made with restaurants or U.S. supermarkets. Point caps and terms apply.
  • $84 Dunkin' Credit: With the $84 Dunkin' Credit, you can earn up to $7 in monthly statement credits after you enroll and pay with the American Express® Gold Card at U.S. Dunkin' locations. Enrollment is required to receive this benefit.
  • $100 Resy Credit: Get up to $100 in statement credits each calendar year after you pay with the American Express® Gold Card to dine at U.S. Resy restaurants or make other eligible Resy purchases. That's up to $50 in statement credits semi-annually. Enrollment required.
  • $120 Dining Credit: Satisfy your cravings, sweet or savory, with the $120 Dining Credit. Earn up to $10 in statement credits monthly when you pay with the American Express® Gold Card at Grubhub, The Cheesecake Factory, Goldbelly, Wine.com, and Five Guys. Enrollment required.
  • Explore over 1,000 upscale hotels worldwide with The Hotel Collection and receive a $100 credit towards eligible charges* with every booking of two nights or more through AmexTravel.com. *Eligible charges vary by property.
  • No Foreign Transaction Fees.
  • Annual Fee is $325.
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