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Air Travel Consumer Report
December 2020, Full Year 2020 Numbers
The U.S. Department of
Transportation today released
its February 2021 Air
Travel Consumer Report
(ATCR) on reporting marketing
and operating air carrier
data compiled for the calendar
year 2020.
For the full year 2020, airlines
operated 4,721,342 flights
compared to 7,938,055 flights
in full year 2019. This is the
lowest number of flights operated
in a given year since reporting
began in 1987.
Tarmac Delays In 2020,
airlines reported 55 tarmac delays
of more than three hours
on domestic flights, a decrease
from the 305 such tarmac delays
reported in 2019. In 2020,
airlines reported six tarmac
delays of more than four hours
on international flights, compared
to 26 such tarmac delays
reported in 2019.
Mishandled Baggage In
calendar year 2020, the reporting
marketing carriers posted
a mishandled baggage rate of
4.11 mishandled bags per 1,000
14 AIRPORT VOICE, MARCH 2021
checked bags, a lower rate
than the 2019 rate of 5.85 per
1,000 checked bags.
Mishandled Wheelchairs
and Scooters In calendar
year 2020, reporting
marketing airlines reported
checking 268,676 wheelchairs
and scooters and mishandling
3,464, a rate of 1.29%
mishandled, compared to the
rate of 1.54% in 2019. In 2019,
reporting marketing airlines
reported checking 685,792
wheelchairs and scooters and
mishandling 10,548.
Bumping/Oversales
Bumping/oversales data,
unlike other air carrier
data, are reported quarterly
rather than monthly. For the
full year 2020, the marketing
carriers posted a bumping
rate of 0.11 per 10,000 passengers
compared to a rate of
0.24 per 10,000 passengers in
2019.
Incidents Involving Animals
In 2020, carriers reported
six animal deaths, injuries
to four other animals,
and zero lost animals, for a
total of 10 incidents, down
from the 19 total incident reports
filed for calendar year
2019. In 2020, 311,149 animals
were transported by airlines,
for a rate of 0.32 incidents per
10,000 animals transported.
In 2019, 404,556 animals were
transported, for a rate of 0.47
incidents per 10,000 animals
transported.
Complaints About Airline
Service In 2020, the Department
received 102,550
complaints, the highest number
on record. This is up 568.4
percent from the total of 15,342
received in 2019. Of the 102,550
complaints received in 2020,
89,518 (87.29%) concerned refunds.
Complaints About Treatment
of Disabled Passengers
In 2020, the Department
received 528 disability complaints,
down 41.7 percent
from the total of 905 received
in 2019. Of the 528 disability
complaints, 107 were complaints
from persons who assert
they have a disability
that precludes their wearing
a mask.
Complaints About Discriminatio
In 2020, the Department
received 48 discrimination
complaints – 33
complaints regarding race,
one complaint regarding ancestry/
ethnicity, eight complaints
regarding national
origin, four complaints regarding
religion, and two
complaints categorized as
“other.” This is a decrease of
55.1 percent from the total of
107 filed in 2019
The full consumer report
and other aviation consumer
matters of interest to the
public can be found at http://
www.transportation.gov/airconsumer.
WE SOAR
Quarterly Awards
Winners from Newark &
LaGuardia airports
The efforts of the airport workers community
have been remarkable during this
difficult time and there is no better time
to show gratitude and appreciation to the
employees who have worked to keep our
community safe while providing exemplary
customer service at the same time.
WE SOAR winners receive a $500 American
Express cards and an award package
filled with PA and airport branded items,
a hand written note from the GM, and a
frameable award certificate. The two categories
for awards and winners as follows:
ABOVE AND BEYOND WINNER’S
NOMINATION
Awarded to the employee at each airport
who truly exemplified WE SOAR standards
and surpassed expectations to provide passengers
and fellow employees with exceptional
experiences.
CONSISTENCY OF SERVICE WINNER’S
Awarded to the employee at each airport
who received the most nominations through
WE SOAR HIGHER portal by passengers
and fellow employees.
Esther Tapia
Pamela Taylor
Mahmood
Siddiqui
vaughn.edu
ENGINEERING | TECHNOLOGY | MANAGEMENT | AVIATION
*For eligible full-time students. See full details at vaughn.edu.
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