The U.S. Department of Transportation released its Air Travel Consumer Report (ATCR) on airline operational data compiled for the month of April 2022 for on-time performance, consumer complaints received, mishandled baggage, and mishandled wheelchairs and scooters. The ATCR is designed to assist consumers with information on the quality of services provided by airlines. DOT remains committed to ensuring airline passengers are protected fairly and is concerned about recent cancellations and flight disruptions. It uses the data from the ATCR, consumer complaints, and other information it secures from the airlines to inform its enforcement activities and the adequacy of existing rules.
Flight Operations
In April, the COVID-19 pandemic continued to result in significant changes to airline schedules and operations. The 566,893 flights operated in April 2022 were 86.9% of the 652,533 flights operated in pre-pandemic April 2019. Operated flights in April 2022 were up 20.3% year-over-year from the 471,375 flights operated in April 2021 and down 2.6% month-over-month from the 581,434 flights operated in March 2022.
In April 2022, the 10 marketing network carriers reported 580,290 scheduled domestic flights, 13,397 (2.3%) of which were canceled. In April 2021, the same airlines reported 473,936 scheduled domestic flights, 2,561 (0.5%) of which were canceled. In March 2022, airlines scheduled 590,542 domestic flights, of which 9,108 (1.5%) were canceled. In April 2019, airlines scheduled 668,259 domestic flights, of which 15,726 (2.4%) were canceled.
April 2022 On-Time Arrival
In April 2022, reporting marketing carriers posted an on-time arrival rate of 76.0%, down from 77.2% in March 2022 and 79.8% in pre-pandemic April 2019. The year-to-date on-time arrival rate for 2022 is 76.3%.
Highest Marketing Carrier On-Time Arrival Rates April 2022
- Delta Air Lines Network – 81.9%
- United Airlines Network – 80.9%
- Hawaiian Airlines – 80.8%
Lowest Marketing Carrier On-Time Arrival Rates April 2022
- JetBlue Airways – 53.3%
- Frontier Airlines – 58.4%
- Spirit Airlines – 58.5%
April 2022 Flight Cancellations
In April 2022, reporting marketing carriers canceled 2.3% of their scheduled domestic flights, higher than the rate of 1.5% in March 2022, and lower than the rate of 2.4% in pre-pandemic April 2019.
Lowest Marketing Carrier Rates of Canceled Flights April 2022
- Delta Air Lines Network – 1.1%
- Hawaiian Airlines – 1.4%
- American Airlines Network – 1.6%
Highest Marketing Carrier Rates of Canceled Flights April 2022
- Spirit Airlines – 10.3%
- JetBlue Airways – 9.0%
- Alaska Airlines Network – 3.8%
Complaints About Airline Service
In April 2022, DOT received 5,079 complaints about airline service from consumers, up 14.8% from the 4,423 complaints received in March 2022 and up 321.5% from the 1,205 complaints received in pre-pandemic April 2019.
Of the 5,079 complaints received in April 2022, 3,173 (62.5%) were against U.S. carriers, 1,409 (27.7%) were against foreign air carriers, and 497 (9.8%) were against travel companies.
Also, of the 5,079 complaints received in April 2022, 1,641 (32.3%) concerned refunds. The Department’s Office of Aviation Consumer Protection continues to communicate with airlines and travel companies that receive refund complaints to ensure compliance with the refund requirements. Many passengers who had initially been denied refunds have received the required refunds. The Department has taken and will take enforcement action against noncompliant airlines and ticket agents as necessary.
Flight problems was the second highest category of the complaints received in April 2022. Of the 5,079 complaints received, 1,549 (30.5%) concerned cancellations, delays, or other deviations from airlines’ schedules. The Department’s Office of Aviation Consumer Protection (OACP) routinely contacts airlines with widespread cancellations or delays to remind them of their…
Read More: ‘Consumer Complaints Against Airlines Rise More Than 300 Percent Above Pre-Pandemic Levels’ – US DOT