Consumer Complaints on Air Travel Nearly Quadrupled in 2022: How to Protect Yourself as a Traveler

Airlines Offer Cheap Flights Despite Increased Complaints

As the world slowly recovers from the pandemic, airlines are offering cheap flights to entice travelers. However, this move is causing a surge in consumer complaints about air travel. According to a report by the U.S. PIRG Education Fund titled “The Plane Truth,” consumer complaints about air travel have nearly quadrupled in 2022 compared to prepandemic levels.

Report Highlights Increased Complaints and Issues in the Airline Industry

The report reviewed a total of 60,732 complaints filed against U.S. and foreign airlines, third-party booking sites, and travel agents between January and November 2022. Out of these, complaints against U.S. airlines alone totaled 33,647. Refund issues made up 29% of all complaints last year with many consumers pointing fingers at travel agents and third-party online booking companies.

Airlines mishandled almost 3 million bags, wheelchairs or scooters last year alone, according to the report. Furthermore, flight cancellations have increased in 2022, with 190,038 cancellations in the U.S., but disruptions made up only about 2.7% of all scheduled flights.

How to Protect Yourself as a Traveler

Teresa Murray, who directs the Consumer Watchdog office for U.S. PIRG, recommends that consumers research airlines’ policies for dealing with issues before booking a flight. Airlines sometimes offer vouchers instead of refunds when a flight is canceled, but consumers should ask about expiration and blackout dates for any voucher being offered.

The Department of Transportation (DOT) is proposing new rules that would require refunds for delays of three hours or more for domestic flights. DOT’s Cancellation and Delay Dashboard gives information on rebooking policies on the same or another airline.

Travelers should get the airline’s app to receive notifications and assistance with rebooking and contacting customer service when necessary. Travelers with medical equipment should take pictures and write down device information in case a complaint needs to be filed. Also, luggage tracking tags can help locate lost bags.

Proposed Legislation by Transportation Secretary Pete Buttigieg

U.S. Transportation Secretary Pete Buttigieg proposed legislation that would guarantee young children sit next to their parents without being charged extra fees. He urged airlines to cover rebooking costs and guarantee hotels or meals during cancellations and delays in cases where they were under the airline’s control. DOT is investigating several domestic airlines to ensure that they are not engaging in unrealistic scheduling of flights.

In conclusion, air travel has become a source of frustration for many consumers due to increased flight cancellations, baggage mishandling, and refund issues. However, travelers can protect themselves by researching airlines’ policies before booking a flight, utilizing the airline’s app, taking necessary precautions such as tagging luggage and writing down medical equipment information, and checking refund policies for cancellations of more than three hours.

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