Here are three keys to protecting your next trip amid soaring airline complaints

BOSTON — Rob Chad was forced to drive three hours to Logan International Airport Wednesday evening after his flight to Dublin was suddenly cancelled in Hartford.

“Right out of the gate it was canceled without notification,” Chad said. “The airline didn’t want to deal with it. Nobody is answering any of the phone calls or nothing.”

Canceled flights—and a lack of refunds from those cancellations-- were a huge problem in 2022, and travelers voiced their frustrations.

A new MASSPIRG report found consumer complaints against airlines in 2022 nearly quadrupled when compared with 2019. It’s important to note this latest data doesn’t include the December complaints when thousands of flights were delayed or canceled because that final tally is not yet available. A lack of refunds from canceled or significantly delayed flights was the number one complaint in 2022, according to MASSPIRG.

“We’re really seeing an explosion of consumer complaints,” MASSPIRG Legislative Director Deirdre Cummings said. “To see the complaints quadruple is a real example of a system that has so many problems and a need for reform.”

Cummings said there are three keys to protecting yourself from a travel headache.

DEPART EARLIER IN THE DAY

Book a flight that leaves early in the morning. According to Cummings, the data shows later flights are delayed or canceled more often.

“We’re seeing more delays and cancellations as the day goes on. The earlier you get going the less likely chance [the flight] will get canceled or delayed,” Cummings said.

PAY WITH A CREDIT CARD

If you use a credit card to book your flight instead of a debit card, Cummings said you’ll have an easier time disputing the payment if you run into problems.

LEAVE MORE TIME FOR CONNECTING FLIGHTS

This one may be the most frustrating, but Cummings said if you can build in more time for catching a connecting flight, you can save yourself a hassle in the long run.

“It’s frustrating because it can mean a trip that historically would take five hours [could take even longer]. If you leave an extra hour or two, you end up piling on hours to the overall travel time, which nobody wants to do,” Cummings said.

Here are more travel tips from MASSPIRG.

This is a developing story. Check back for updates as more information becomes available.

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