Air Travel Consumer Report
For simplicity, statistics are displayed to two decimal places. Actual ranking order is based on our computer carrying out the number of decimal places to nine
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- JANUARY - SEPTEMBER 2011 JANUARY - SEPTEMBER 2010
- For simplicity, statistics are displayed to two decimal places. Actual ranking order is based on our computer carrying out the number of decimal places to nine.
- Complaint Categories
- Companies Other Than U.S. Airlines
- SEPTEMBER 2011 SEPTEMBER 2010
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For simplicity, statistics are displayed to two decimal places. Actual ranking order is based on our computer carrying out the number of decimal places to nine. Office of Aviation Enforcement and Proceedings U.S. Department of Transportation JANUARY - SEPTEMBER PASSENGERS DENIED BOARDING BY U.S. AIRLINES*
For simplicity, statistics are displayed to two decimal places. Actual ranking order is based on our computer carrying out the number of decimal places to nine. CONSUMER COMPLAINTS This section summarizes aviation consumer complaints filed with the Department in writing, by telephone, via e-mail, or in person. DOT has not determined the validity of the complaints. The report does not include safety complaints (which are handled by the Federal Aviation Administration) or security complaints (which are handled by the Transportation Security Administration). An explanation of each section of the report appears below: Summary - Table 1 gives the total number of complaints, and also breaks down complaints by industry groups (U.S. airlines, tour operators, etc.). As with most other sections of the report, figures for the current month are compared to the same month in the previous year. Complaint Categories - Table 2 ranks the categories of complaints (baggage, refunds, etc.). A detailed explanation of each category appears at the end of the report. U.S. Airlines - Table 3 shows the number of complaints against individual U.S. airlines, listed alphabetically and broken down by complaint category. Incident Date - Table 4 shows the number of complaints against individual U.S. airlines, listed alphabetically and broken down by the percentage of complaints where the incident occurred in the most recent month versus previous periods (Incident Date data is not included in YTD section). Companies Other Than U.S. Airlines - Table 5 (Table 4 in YTD reports) provides the same information as above for foreign airlines, and for tour operators, travel agents, etc. Airline Rankings - Table 6 (Table 5 in YTD reports) ranks the largest U.S. airlines (those that each account for one percent of total domestic scheduled-service passenger revenues, plus any other carrier that voluntarily reports flight delay and mishandled baggage data to DOT) according to the rate of complaints per 100,000 passengers. This ranking takes into account airline size when identifying the carriers against whom the most complaints have been filed. Office of Aviation Enforcement and Proceedings U.S. Department of Transportation TABLE 1 AIR TRAVEL CONSUMER REPORT CONSUMER COMPLAINTS SUMMARY
Table 2
AIR TRAVEL CONSUMER REPORT COMPLAINT CATEGORIES*
Table 3
AIR TRAVEL CONSUMER REPORT COMPLAINTS AGAINST U.S. AIRLINES BY COMPLAINT CATEGORY* SEPTEMBER 2011
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