Air travel is getting worse. That’s what passengers are telling the US government

印刷用画面を開く

Posted

Category: Business

Listening

Unlocking Word Meanings

Read the following words/expressions found in today’s article.

  1. stubbornly / ˈstʌb ərn li / (adv.) – in a way that is difficult to move, change, or deal with
    Example:

    The cost of living in the city has stayed stubbornly high, making it difficult for residents to save money.


  2. sharply / ˈʃɑːrp li / (adv.) – in a way that is sudden and marked by a significant change or degree
    Example:

    Prices for groceries increased sharply due to supply chain issues.


  3. reimbursement / ˌri ɪmˈbɜrs mənt / (n.) – the act of repaying someone for his/her expenses
    Example:

    After the flight cancellation, passengers were offered full reimbursements for their tickets.


  4. modernize / ˈmɒd ərˌnaɪz / (v.) – to update something using modern methods or technology, making it more current or efficient
    Example:

    The city is modernizing its public transportation system by introducing electric buses.


  5. issue / ˈɪʃ u / (v.) – to make a statement, warning, etc., known formally or publicly
    Example:

    The company will issue a statement about the new policy tomorrow.


Article

Read the text below.

Air travel got more miserable last year, if the number of consumer complaints filed with the U.S. government is any measure.


The Transportation Department said that it received nearly 97,000 complaints in 2023, up from about 86,000 the year before. The department said there were so many complaints that it took until July to sort through the filings and compile the figures.


That’s the highest number of consumer complaints about airlines since 2020, when airlines were slow to give customers refunds after the coronavirus pandemic shut down air travel.


The increase in complaints came even as airlines canceled far fewer U.S. flights—116,700, or 1.2% of the total, last year, compared with about 210,500, or 2.3%, in 2022, according to FlightAware data. However, delays remained stubbornly high last year, at around 21% of all flights.


So far this year, cancellations remain relatively low—about 1.3% of all flights—but delays are still running around 21%.


More than two-thirds of all complaints last year dealt with U.S. airlines, but a quarter covered foreign airlines. Most of the rest were about travel agents and tour operators.


Complaints about treating passengers with disabilities rose by more than one-fourth compared with 2022. Complaints of discrimination, while small in number, also rose sharply. Most were about race or national origin.


The Transportation Department said the increase in complaints was partly the result of more consumers knowing about their rights and the ability to file a complaint. The department said it helped Southwest Airlines customers get more than $600 million in refunds and reimbursements after the carrier canceled nearly 17,000 flights in December 2022. Southwest also paid a $35 million fine.


Airlines receive many more complaints from travelers who don’t know how or don’t bother to complain to the government, but the carriers don’t release those numbers.


The Transportation Department is modernizing its complaint-taking system, which the agency says will help it do a better job overseeing the airline industry. However, the department now releases complaint numbers many months late. It did not issue figures for the second half of 2023 until July 5.


This article was provided by The Associated Press.


Viewpoint Discussion

Enjoy a discussion with your tutor.

Discussion A

  • What do you think are the pros and cons of airlines being more transparent about their handling of customer complaints? Are airlines in your country transparent about customer complaints? Discuss.
  • From a passenger’s perspective, how important is it for airlines to improve their policies regarding refunds and reimbursements? Have you ever experienced an issue with an airline related to refunds or reimbursements? Discuss.

Discussion B

  • What are some ways airlines could improve the travel experience during delays (ex. provide accommodations, offer food)? Discuss.
  • Do you think putting hefty fines is effective in holding airlines accountable for cancellations and delays? Why or why not? What other measures could be taken to ensure airlines provide better service? Discuss.