Changelog

2026-02-23 — Initial publication.

What is the DOT Air Travel Consumer Report?

The Air Travel Consumer Report (ATCR) is a monthly statistical report published by the Bureau of Transportation Statistics (BTS) on behalf of the U.S. Department of Transportation. It provides data on airline service quality, on-time performance, baggage handling, involuntary denied boarding, and consumer complaints. The ATCR is the primary government-produced source for airline operational performance metrics, making it essential reading for airport operators, airline partners, consumers, and policy makers.

The ATCR has been published monthly since 1987, making it one of the longest-running government transportation statistics programs. The report draws data from carrier filings under 14 CFR Part 234 (the same regulation governing Form 41 financial reporting), ensuring consistent, auditable data from all certificated air carriers operating scheduled service to/from U.S. airports.

The ATCR is not a statistical sample—it is a complete census of service quality data from all carriers, making it highly reliable for industry-wide benchmarking and trend analysis. A typical ATCR report covers 15–20 major carriers (the "reporting marketing carriers" or RMCs) that represent approximately 90% of U.S. domestic passenger traffic.

Publication Schedule and Data Availability

ATCR reports are published monthly by the BTS with a standard lag of approximately 30–45 days after month-end. The typical schedule is:

• Monthly reports: Published by the 15th of the following month. January 2025 data is published by mid-February, etc.
• Quarterly summaries: Published with the third monthly report of the quarter (e.g., Q1 summary in April).
• Annual summaries: Published in January following the calendar year. 2024 full-year data was published January 2025.

ATCR reports are free and available at https://www.bts.gov/topics/airlines-and-aviation and https://www.transportation.gov/airconsumer. Both locations maintain current reports and searchable archives back to 1987.

Key ATCR Metrics and Definitions

The ATCR tracks multiple service quality metrics. Understanding each metric's definition and limitations is essential for proper interpretation.

On-Time Arrival Rate

Definition: The percentage of flights that arrived at the gate less than 15 minutes after the scheduled arrival time. A flight that arrived exactly on time or up to 14 minutes late is counted as "on-time."

2024 Performance: Full-year 2024 on-time arrival rate was 78.10%, down from 78.34% in 2023. This indicates a slight deterioration in on-time performance year-over-year, though the decline was marginal.

Seasonal Variation: On-time performance varies significantly by month. Summer months (June–August) typically show weaker on-time performance (75–76% range) due to weather, higher traffic volumes, and congestion at major hubs. Winter months (November–February) and shoulder seasons show stronger on-time performance (80–82% range).

Interpretation Issues: The 15-minute threshold is arbitrary and does not reflect the cost of delays to passengers. A 1-minute delay and a 14-minute delay are both counted as "on-time," obscuring variation in actual passenger experience. For detailed delay analysis, consumers should consult BTS's more detailed "Airline Delays" database, which provides minute-level delay data by carrier and airport.

Flight Cancellation Rate

Definition: The percentage of scheduled flights that were cancelled, not including diverts (flights that landed at an airport other than their scheduled destination due to weather/emergency).

2024 Performance: Full-year 2024 cancellation rate was 1.4%, up from 1.3% in 2023. In December 2024 specifically, cancellation rate was 0.7%, significantly higher than December 2023 (0.4%), indicating seasonal holiday challenges in winter 2024.

Trend Interpretation: Cancellation rates below 1.0% indicate normal operations. Rates of 1.5%–2.0% indicate operational strain (weather, staffing, mechanical issues). Rates above 2.0% indicate systemic issues (capacity stress, labor disruptions, infrastructure constraints).

Post-2022, cancellation rates improved due to improved operations management, fleet reliability, and reduced capacity strain. However, 2024 saw slight deterioration, possibly reflecting tighter labor staffing and increased weather volatility.

Mishandled Baggage Rate

Definition: The number of baggage reports filed per 1,000 passengers enplaned. A "mishandled" baggage report includes lost, damaged, or delayed luggage.

2024 Performance: December 2024 mishandled baggage rate was 0.60%, up from 0.39% in November 2024 and 0.50% in December 2023. Full-year 2024 average was approximately 0.45%.

Seasonal Pattern: December and July (peak travel months) show elevated mishandled baggage rates due to volume surges and handling complexity. Shoulder months show lower rates (0.3%–0.4% range).

Industry Benchmark: Most airlines target baggage handling rates below 0.35% as a service quality goal. Rates above 0.50% indicate operational challenges. Poor baggage handling is a major source of consumer complaints and negatively impacts airline reputation and loyalty.

Involuntary Denied Boarding Rate

Definition: The percentage of oversold flights where passengers were involuntarily denied boarding (bumped). This is distinct from voluntary denied boarding, where the airline offers compensation and passengers voluntarily give up their seats.

2024 Performance: Involuntary denied boarding rate in 2024 was approximately 0.08% of passengers. This rate has declined substantially from 2019 levels (0.12%) and earlier years, reflecting improved overbooking discipline and capacity management.

Regulatory Context: Airlines are required to disclose involuntary denial rates publicly and to compensate denied passengers under DOT regulations (up to $750 depending on flight length). As overbooking rates fall, passenger exposure to involuntary denial has declined, which is positive for consumer experience.

Consumer Complaints

Definition: The number of consumer complaints filed with DOT divided by 100,000 passengers enplaned. Categories include flight problems, reservations, ticketing, refunds, baggage, disabilities, customer service, and other.

2024 Performance: Full-year complaint rate in 2024 was approximately 2.0 per 100,000 passengers, consistent with 2023 levels. This represents improvement from pandemic-era peak (2020–2021) when complaint rates spiked above 4 per 100,000.

Complaint Category Breakdown: The leading complaint categories are: - Flight problems (delays, cancellations, diversions): ~35% of complaints - Refunds (delayed refunds for cancelled flights): ~25% of complaints - Customer service (rude staff, service quality): ~15% of complaints - Baggage (lost, damaged, delayed): ~15% of complaints - Reservations/ticketing: ~10% of complaints Post-COVID, refund complaints have been elevated due to confusion about refund policies, government policy changes, and implementation delays. Flight problem complaints remain the largest category, consistent with the importance of on-time/cancellation performance.

Data Sources and Reporting Requirements (14 CFR Part 234)

ATCR data comes from carrier filings under 14 CFR Part 234. This regulation requires all certificated air carriers operating scheduled service to the U.S. to report monthly data on:

• On-time performance (arrival within 15 minutes of scheduled time)
• Cancellations (scheduled flights not operated)
• Diversions (flights landing at unscheduled destination)
• Baggage handling (lost, delayed, damaged baggage reports)
• Involuntary denied boarding (oversold flights with passenger denied boarding)
• Tarmac delays (flights held on tarmac more than 2 or 3 hours)
• Customer complaints (submitted to DOT by passengers)

Carriers file data to the BTS via automated submission, and BTS publishes aggregate reports monthly. The reporting requirement has been in place since 1987 (pre-deregulation of carriers in 1978), making it one of the most consistent government data sources.

Reporting Carriers: Not all airlines are required to file. Only certificated carriers (major and regional carriers with scheduled service) file. Low-cost carriers like Spirit, Frontier, and Southwest file; ultra-low-cost carriers like Allegiant file; foreign carriers file; but charter-only operators do not.

Historical Trends: 2019 vs. 2023 vs. 2024

Long-term trends in ATCR metrics reveal industry evolution and operational challenges:

On-Time Performance Trends

Year	On-Time Rate	Cancellation Rate	Notes
2019 (Pre-Pandemic)	81.25%	0.9%	Baseline for normal operations
2023	78.34%	1.3%	Post-pandemic; recovery ongoing
2024	78.10%	1.4%	Slight deterioration; below pre-pandemic

Interpretation: On-time performance in 2024 is below 2019 baselines and has not improved despite four years of post-pandemic recovery. The industry remains approximately 3 percentage points below pre-pandemic norms. Cancellation rates have deteriorated year-over-year, suggesting structural challenges (labor staffing, weather volatility, aging fleet infrastructure) persist.

Baggage Handling Trends

Baggage handling has improved over the long term. In 2019, mishandled baggage rate was approximately 0.35% of passengers. By 2024, the rate had improved to 0.45% (a temporary deterioration from 2023's 0.40% due to December 2024 peak travel). The lack of sustained improvement suggests baggage handling is near operational capacity and may deteriorate further if passenger volumes increase significantly.

Complaint Trends

Consumer complaints spiked during 2020–2021 pandemic chaos (government refund mandate chaos, cancellations, reduced service). By 2023–2024, complaint rates had normalized to near-2019 levels, indicating consumer satisfaction has largely recovered. However, specific complaint categories (refunds, flight problems) remain elevated relative to 2019.

Carrier Rankings and Performance Variation

While the ATCR publishes aggregate industry data, it also ranks individual carriers on key metrics. In 2024, carrier rankings showed significant variation:

On-Time Performance Leaders (2024): Premium carriers like Delta and Southwest typically rank in the top quartile of on-time performance (>80%), reflecting premium operations, less aggressive scheduling, and higher focus on operational reliability. Budget carriers sometimes rank lower due to aggressive scheduling and capacity constraints.

Baggage Handling Leaders: Smaller carriers with simpler operations (Southwest, JetBlue) typically outperform large network carriers (United, American, Delta) due to lower connection complexity and baggage transfer volumes.

Complaint Rate Leaders: On-time and baggage performance are highly correlated with complaint rates. Carriers with good operational performance show lower complaint rates. Low-cost carriers like Frontier sometimes face higher complaint rates due to stricter baggage policies and ancillary fee structures that consumers view negatively, even though their operational performance is solid.

Airport operators should review carrier rankings in the ATCR to understand which partners are delivering high service quality versus which partners are facing operational challenges. Carriers with deteriorating metrics may indicate systemic issues (aging fleet, understaffing, network complexity) that could impact service at your airport.

Airport Planning and Terminal Design Implications

ATCR data has direct implications for airport facility planning and operations:

Gate and Seating Allocation

If an airline shows rising cancellation rates or deteriorating on-time performance, it may indicate that the airline is "right-sizing" its schedule to available capacity. Airport terminals with tight gate constraints may contribute to cancellations. By monitoring ATCR trends by carrier, airports can identify whether gate constraints are contributing to performance issues and prioritize gate renovations or expansions accordingly.

Baggage System Capacity

Elevated baggage handling complaint rates may indicate that the airport's baggage handling system is at or over capacity. Peak-season surges (summer, December holidays) are normal, but if baggage handling deteriorates outside peak seasons, the baggage system may be undersized relative to current volumes. ATCR data aggregated by airport (if available in detailed reports) can inform baggage system upgrade timelines.

Staffing and Concession Planning

Peak travel seasons (summer, December holidays) show elevated cancellation and baggage rates industry-wide, indicating congestion and staffing strain. Airports should proactively staff security, gates, and concessions during these periods and monitor ATCR trends for signals that carrier staffing challenges are spilling over to impact airport operations.

Passenger Experience Monitoring

Rising complaint rates at a specific airport (versus national average) indicate that passengers are having worse-than-typical experiences at that airport. Possible drivers: long security lines, crowded gates, poor concession options, inadequate seating in hold areas, baggage system delays. By comparing airport-level complaint rates to national average, airports can identify operational improvement priorities.

Connection: Operational Quality, Customer Loyalty, and Revenue Premium

Academic research demonstrates a clear link between airline operational quality (as measured in ATCR metrics) and customer loyalty and willingness to pay premium prices. This creates a virtuous cycle for premium carriers:

• High on-time performance → Customer preference → Higher load factors → Premium pricing power → Higher TRASM
• Low baggage mishandling → High customer satisfaction → Frequent flyer loyalty → Premium loyalty revenue
• Low complaint rates → Brand reputation → Ability to attract business/premium passengers → Revenue premium

Conversely, airlines with poor operational metrics face a vicious cycle of customer defection, capacity underutilization, and pricing pressure.

For airport finance professionals, this relationship is important: airlines with good ATCR metrics are more profitable, more stable, and more likely to sustain capacity commitments. Airlines with deteriorating metrics are at risk of cuts. By monitoring ATCR metrics quarterly, airports gain early warning of airline financial stress.

How to Access and Download ATCR Data

ATCR reports are free and available from two primary sources:

Option 1: BTS Official Portal

Navigate to https://www.bts.gov/topics/airlines-and-aviation and select "Air Travel Consumer Report." The portal displays the current month's report and an archive of prior reports back to 1987. Reports are available in PDF format and as HTML pages.

Option 2: DOT Consumer Portal

Navigate to https://www.transportation.gov/airconsumer. This portal provides current reports, archive, and additional consumer tools (flight rights information, complaint filing). This is the more consumer-friendly interface.

Downloading Data for Analysis

ATCR reports are typically published as PDF or HTML. For bulk analysis (e.g., extracting on-time rates for all carriers over 24 months), you can:

• Download monthly PDFs manually: Labor-intensive but direct
• Request data from BTS directly: Contact BTS at https://www.bts.gov/about-bts/contact-us for bulk historical data exports
• Use BTS data APIs: BTS provides some data via API; consult documentation for aviation-specific endpoints
• Consult academic databases: MIT's Airline Data Project and other repositories maintain ATCR archives and have pre-processed datasets for research

Interpreting Seasonal Variation and Controllable vs. Uncontrollable Factors

ATCR metrics vary dramatically by season, and it is important to distinguish seasonal variation (weather, traffic volume) from controllable carrier performance:

Uncontrollable Factors

• Weather: Summer thunderstorms in the Southeast, winter snow in the Northeast, and spring/fall severe weather cause delays and cancellations. These are outside airline control.
• Air traffic congestion: Hub airports (ATL, DFW, ORD, LAX) experience chronic congestion during peak hours, causing delays. Airports, not airlines, control runway/gate availability.
• Seasonal passenger surges: Holiday travel and summer vacation periods create systemwide capacity strain, elevating cancellation and baggage rates.

Controllable Factors

• Scheduling discipline: Airlines that schedule conservatively (fewer flights, longer flight times) achieve better on-time performance. Aggressive scheduling increases cancellation risk.
• Fleet maintenance: Airlines investing in preventive maintenance and newer aircraft achieve higher reliability. Deferred maintenance increases mechanical delays and cancellations.
• Staffing: Airlines maintaining adequate pilot, flight attendant, and ground staff staffing levels deliver better on-time performance. Understaffing increases delays.
• Baggage handling: Investment in baggage system modernization and handling staff training improves baggage performance. Deferred investment increases mishandling.

When analyzing ATCR data, account for seasonal variation and geographical factors. A carrier with 75% on-time performance in July (summer peak) may be performing better than a carrier with 82% on-time performance in January (off-season), depending on geography and hub concentration.

Tarmac Delay Rules and Consumer Protections

The ATCR includes data on tarmac delays—flights held on the tarmac (runway or gate) for extended periods. Under DOT regulations (14 CFR Part 259):

• Domestic flights: Airlines must provide adequate food, water, and lavatory access after 2 hours of tarmac delay. After 3 hours, the airline must allow passengers to deplane if operationally feasible.
• International flights: Similar rules apply after 3 hours (4 hours for international arrivals).

The ATCR tracks the number of tarmac delays exceeding regulatory thresholds. In 2024, there were approximately 437 tarmac delays exceeding 3 hours on domestic flights. This represents high variability by airport and airline; major hubs with weather or congestion issues show elevated tarmac delay counts.

From an airport perspective, tarmac delays are often driven by gate availability (airlines waiting for arriving aircraft to deplane before allowing a new flight to push back) or runway availability (ATC managing flow). Airports with constrained gates or runways see higher tarmac delay counts and should prioritize capacity investments to reduce dwell times.

Limitations of ATCR Data

While ATCR data is valuable, analysts should understand its limitations:

The 15-Minute Threshold is Arbitrary

On-time performance is binary: flights arriving within 15 minutes are "on-time," flights arriving 16 minutes late are "late." This obscures actual delay experience. A flight arriving 1 minute late is treated identically to one arriving 14 minutes late. For understanding delay severity, consult BTS's "Airline Delays" database, which provides minute-level delay data.

No Capacity-Adjustment

ATCR reports metrics per passenger, not per flight. This means metrics are influenced by aircraft size. An airline operating large aircraft has lower mishandled baggage rates per passenger (even if total baggage handling is poor) simply because each flight carries more passengers. Comparing baggage metrics across carriers with different aircraft sizes can be misleading without context.

Consumer Complaints Are Underreported

ATCR captures complaints filed directly with DOT. Many passengers complain to airlines, not DOT, or do not complain at all. ATCR complaint counts likely underestimate total passenger dissatisfaction by 5–10x.

No Cost-of-Delay Attribution

ATCR does not capture the cost of delays to passengers (missed connections, business losses, emotional stress). Two airlines with identical on-time performance metrics may have vastly different passenger cost impacts if one airline (network carrier) causes more downstream missed connections.

Forward-Looking Use of ATCR Data

ATCR data is retrospective (reports on prior month performance), but it can be used for forecasting and capacity planning:

Trend Analysis: By reviewing 12–24 months of ATCR data, airports can identify whether their key airline partners are improving or deteriorating on operational metrics. Deterioration suggests future capacity risk; improvement suggests stability.

Seasonal Planning: By analyzing seasonal patterns in ATCR data, airports can proactively staff customer service, baggage handling, and security during peak periods when metrics are historically weak.

Competitive Benchmarking: By comparing a local carrier's ATCR metrics to system averages and peer airports, local airport management can assess whether service quality issues are local (airport's fault) or systemwide (carrier's fault or industry-wide challenges).