US: Complaints about airline service have skyrocketed during the covid-19 pandemic

Consumers filed nearly 20,000 complaints about airline service in April 2020 — an increase of more than 1,500% over the same period last year, according to new data released by the US DoT Friday. The dramatic increase may seem counterintuitive, because it comes at a time when so few people are flying. But a closer look at the data reveals why consumers are so unhappy with US airlines: refunds. Or in many cases, the inability of consumers to get refunds for trips they cancelled because of the novel coronavirus. Of the nearly 20,000 complaints filed in April, nearly 90% concerned refunds. By comparison, consumers filed just over 1,200 complaints in April of last year. The vast majority of those were about flight problems, including cancellations and delays. Only 98 concerned refunds. United recorded the highest number of complaints. American Airlines ranked second. Airlines for America said: “US airlines comply with all federal laws and regulations. Accordingly, refunds are issued to passengers when flights are cancelled by the airline. Throughout the pandemic, US airlines have updated travel policies to offer increased flexibility for customers, and the Department of Transportation’s website offers clarity for consumers with questions.” The dramatic increase in complaints has also prompted warnings from the DoT. <br/>