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Airline Consumer Protections: Information on the Passenger Experience

  Premium   Download PDF Now (22 pages)
Report Type Reports and Testimonies
Report Date March 3, 2020
Release Date March 3, 2020
Report No. GAO-20-475T
Summary:

Hundreds of millions of passengers expect airlines to get them to their destination smoothly. Sometimes, these travel plans can go awry.

This testimony draws on our airline consumer protection work since 2017.

Airlines’ performance generally improved from 2008 through 2017. Transportation Department data show a decline in cases of denied boardings—due to overbooked flights, for example—and mishandled baggage. Rates of late, cancelled, or diverted flights stayed about the same.

Passenger complaints on disability issues—e.g., airline staff failing to assist passengers—have steadily increased. Discrimination complaints have also increased recently.

U:\Work in Process\Mission Support\FY20\PA\Fast Facts\FY20 Fast Facts\d20475-FF-image.png

Line graph showing denied boardings from 2008-2017

 

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