Official US Government Icon

Official websites use .gov
A .gov website belongs to an official government organization in the United States.

Secure Site Icon

Secure .gov websites use HTTPS
A lock ( ) or https:// means you’ve safely connected to the .gov website. Share sensitive information only on official, secure websites.

The latest general information on the Coronavirus Disease 2019 (COVID-19) is available on Coronavirus.gov. For USDOT specific COVID-19 resources, please visit our page.

Air Travel Consumer Report: September 2020 Airline Complaint Data

Friday, December 11, 2020

WASHINGTON – The U.S. Department of Transportation today released its updated November 2020 Air Travel Consumer Report (ATCR), which includes airline consumer complaint data for September 2020.  The previous version of this report excluded this data due to additional time needed to review and process consumer complaints.  The full consumer report and other aviation consumer matters of interest to the public can be found at http://www.transportation.gov/airconsumer.

Complaints About Airline Service

In September 2020, DOT received 5,764 complaints about airline service from consumers, down 24.7% from the 7,657 received in August 2020 and up 357.8% from the total of 1,259 filed in September 2019. 

Complaints About Treatment of Disabled Passengers

In September 2020, the Department received a total of 44 disability-related complaints, down from both the 66 complaints received in September 2019 and the 67 complaints received in August 2020.

Complaints About Discrimination

In September 2020, the Department received four complaints alleging discrimination – all regarding race.  This is down from the 11 complaints recorded in September 2019, but up from the one complaint received in August 2020. 

All complaints alleging discrimination are investigated to determine if there has been a violation(s) of the passenger’s civil rights.

Consumers may file air travel consumer or civil rights complaints online at http://airconsumer.dot.gov/escomplaint/ConsumerForm.cfm, by voicemail at (202) 366-2220, or by TTY at (202) 366-0511.  They may also mail a complaint to the Aviation Consumer Protection Division, U.S. Department of Transportation, C-75, W96-432, 1200 New Jersey Avenue, SE, Washington, DC 20590.

###