banner
Business

Airline passengers are mad as hell

Posted June 14
Updated June 15

Airlines would be required to refund fees when checked bags are "substantially delayed" under a proposal released Tuesday by the Transportation Department, one of a series of steps the Obama administration says it's taking to boost consumer protections for passengers.

For fliers, it's been an angry spring.

The number of complaints about airline service skyrocketed in April, according to government data released this week. The Department of Transportation said it fielded 1,909 complaints from consumers, up 69% from March and 70% from April 2016.

The vast majority of the gripes -- more than 1,400 -- were levied against U.S. airlines.

The April complaints took place during the same month as a firestorm over a United passenger who was dragged off a plane after refusing to give up his seat to a commuting crew member.

Since the United incident, carriers have been in hot water over customer service. United cut a settlement deal with the passenger who was mistreated and announced a number of sweeping policy changes aimed at avoiding another dust-up. Delta said it will now offer passengers nearly $10,000 to give up their seats on overbooked flights, and Southwest pledged to end the practice of overbooking altogether.

Related: The new age of airline rage: Why everyone on board is on edge

The vast majority of passenger issues weren't about bumping or angry encounters with airline staff. Instead, they dealt with a time-honored instigator of airplane ire: Flight problems. That category, which logged 753 complaints, includes gripes over cancellations, delays and missed connections.

The customers weren't imagining things: Planes were on time only 78.5% of the time, down from 84.5% last year.

Baggage issues, problems with ticketing and boarding, customer service and fare concerns were also high on the list of complaints.

Still, it's not clear why so many more travelers were upset this go-round. The Department of Transportation did not respond to a question about whether it believes the bad press surrounding airlines in April contributed to the spike in grievances.

1 Comment

Please with your WRAL.com account to comment on this story. You also will need a Facebook account to comment.

Oldest First
View all
  • Anita Gibson Jun 15, 1:24 p.m.
    user avatar

    Offering $10,000 to give up their seats if overbooked? They won't admit they're overbooked. Happened to someone in my family. They just bumped him, no excuse, no other seat on a later flight, wouldn't talk to him. Take the seat 2 days later or oh well. Happened on the flight going out AND the flight home. The flight was booked 6 months in advance. He was not compensated for anything.