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After Diversion, Some Airlines Less Accommodating Than Others

Consumer group analyzed DOT data

July 14, 2009

While circumstances might dictate an airline's decision in each case, the law of averages suggests four airlines less likely than others to give passengers that option.

Last week, the U.S. Department of Transportation released the latest data installment for diverted commercial airline flights -- flights that make unscheduled stops before they reach their final destinations; to refuel, or due to weather or other in-flight emergencies. This is the eighth month since the DOT began keeping detailed statistics for diverted flights.

A passengers' rights consumer group, FlyersRights.org, conducted an analysis of the data and said it shows that American Airlines, American Eagle, United Airlines, Northwest Airlines and Delta Airlines collectively gave passengers an opportunity to deplane at a diverted airport 66 percent of the time, while the other fifteen largest U.S. airlines gave passengers that option 99 percent of the time -- according to the government data.

"If you believe DOT's statistics, you might avoid American, American Eagle, United and Delta because according to the DOT's numbers, those four airlines have alone been responsible for 1150 of 1181 instances where passengers were not allowed to deplane at a diverted airport," said Kate Hanni, FlyersRights.org president.

According to the statistics, American Airlines did not allow passengers to deplane 61 percent of the time. The next closest airline was Delta with 47 percent.

"The data were so shocking that we asked the Bureau of Transportation Statistics to verify the data before we released our analysis to the public, and we also asked the DOT's Inspector General to conduct an investigation," said Hanni. "If the airlines are not reporting this data correctly, that's a violation of federal law."

Through both written statements and press accounts, the BTS and the airlines' trade association have insisted the data is correct, she said. The IG hasn't responded as yet.

"Meanwhile, we have an obligation to let consumers know which airlines have a track record of giving weary passengers an option to wait out the diversion in the comfort of an airport terminal, and which ones don't," said. Hanni.

Hanni became a passengers' rights crusader when, on December 29, 2006, she and her family were passengers aboard infamous AA flight 1348. which sat on a runway for nine hours after being diverted because of weather.

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