DOT Report: Delta Bumped Zero—American Leads in Cancellations, Bags, Complaints, and Denied Boarders

(UNITED STATES) Delta Air Lines posted another quarter with zero involuntary denied boardings, while American Airlines was the worst performer on cancellations, mishandled baggage, consumer complaints, and denied boardings in the first half of 2025, according to the latest U.S. Department of Transportation Air Travel Consumer Reports.

The findings, current through June 2025, come as passenger traffic in June fell 1.2% from a year earlier, and as travelers—especially international students, temporary workers, and family visitors—head into peak fall travel across the United States 🇺🇸. For people juggling visa timelines, school start dates, or job reporting deadlines, the gap between airlines now has real-life consequences.

High-level DOT findings (April–June 2025)

• Delta Air Lines is near the top on punctuality and cancellations, and leads the industry with no involuntary bumps.
• American Airlines ranks at or near the bottom across multiple measures that affect day-of-travel outcomes: more cancellations, more mishandled bags, higher complaint rates, and more passengers forced off oversold flights.
• The Department of Transportation (DOT) has increased oversight of oversales rules and boosted staff at its Office of Aviation Consumer Protection in response to the spike in grievances, many tied to American’s operations and customer service.

Why zero involuntary denied boardings matters

Delta’s performance is not limited to oversales. In April 2025, Delta’s network posted an on-time arrival rate just above 82%, placing it among the top three large carriers. That reliability has ripple effects for travelers who cannot afford delays.

• Missed connections can set off chains of missed deadlines for:
  • Migrant workers who must appear at biometric appointments
  • Graduate students with fixed campus check-in dates
  • Parents or visitors attending consular interviews

When involuntary bumps don’t happen—as with Delta—families and workers face fewer unexpected hurdles and fewer last-minute rebookings that might push them past a visa window or school intake cutoff.

Delta’s zero involuntary bumps are repeatedly cited by the DOT as a model for how airlines can avoid forcing passengers off aircraft by better use of volunteers and forecasting.

American Airlines — operational pain points and consequences

DOT reports show American Airlines struggling on several fronts in April and into the summer:

• Higher rates of flight cancellations
• Highest mishandled baggage rate among major carriers
• Leading complaint volumes per 100,000 passengers

Consumer advocates point out that lost bags and missed flights can hit foreign nationals disproportionately hard because important original documents—passports, I‑20s (students), work authorization cards, or marriage certificates—may be in checked or carry-on baggage despite precautions.

Consequences include:

• Missed immigration appointments or consular interviews
• Risk of overstaying short entry periods if rebookings stretch across days
• Elevated stress for communities managing tight legal timelines

On-time performance and its downstream effects

On-time performance remains a key signal of reliability.

• In April 2025, Spirit topped punctuality, with Delta close behind and American near the bottom among major carriers.
• High on-time rates mean smoother connections, particularly for travelers to secondary U.S. cities where the final flight of the day may be the only option.

Impacts of missed flights or delays:

• Students may reach campus days late.
• H‑1B professionals could miss employer orientations tied to payroll.
• Families could need to reschedule immigration support meetings such as school enrollment or state ID appointments.

Baggage handling — why it’s more than an inconvenience

Baggage handling matters when legal papers, medications, or laptops contain critical information needed on arrival.

• American’s higher mishandled baggage rate increases the risk that documents end up in the wrong city.
• Delta and Alaska showed the lowest mishandled baggage rates in April, reducing this risk for travelers.

Practical advice from immigration lawyers and advocates:

• Scan important documents and carry certified copies when possible.
• Keep originals in a carry-on personal item to avoid gate-checking.
• Be aware that gate-checks can still happen when bins fill on tight connections.

Consumer complaints and regulatory pressure

DOT reports show consumer complaints rising, with American drawing the most complaints per 100,000 passengers in the spring. These complaints typically include:

• Cancellations
• Baggage problems
• Customer service disputes

According to analysis by VisaVerge.com, high complaint volumes can trigger stronger regulatory attention, which may lead airlines to:

• Adjust rebooking rules
• Change compensation practices
• Reallocate staffing

This oversight can either improve recovery during disruptions or, if poorly planned, add confusion at the airport.

Practical steps for travelers with immigration or tight-timeline concerns

For immigrants and international visitors, choosing the right carrier can be a form of risk control. The latest DOT reports suggest these practical steps:

1. Book flights earlier in the day to allow same-day rebooking options.
2. Favor carriers with strong records on denied boardings, on-time arrivals, and baggage handling—current reports show Delta Air Lines performing well across those areas.
3. Keep original immigration papers, proof of enrollment or employment, and essential medications in a small personal item that will not be gate-checked.
4. Photograph boarding passes and bag tags to help with reissues and claims.
5. If bumped, ask about volunteer compensation and rebooking options immediately; DOT rules require airlines to seek volunteers before involuntary removals.

Industry response and outlook

American Airlines says it has invested in baggage tracking and customer service technology, with announcements in June 2025, but DOT data still shows elevated problems. Analysts warn that:

• Continued cancellation and complaint patterns could affect American’s market share as travelers favor more reliable carriers.
• Word-of-mouth matters—one lost bag with key papers or a rebooking that misses a program start date can damage trust for years.

Oversales compliance has renewed attention across the industry. DOT staff continue strict enforcement and have urged clearer disclosures when flights are oversold. Potential effects of enforcement include:

• Airlines adopting volunteer-first strategies and better forecasting
• Possible new consumer rules later in 2025 targeting carriers with high complaint and cancellation rates

Delta’s zero involuntary bumps demonstrate that a large carrier can reduce forced removals through volunteers and better forecasting. Other airlines may adopt similar models if DOT proposes additional rules.

Passenger volumes, consolidation, and risks for time-sensitive travelers

Passenger volumes dipping in June (down 1.2% year over year) hints at consumer fatigue with delays and service issues. When travel demand softens:

• Carriers sometimes consolidate flights, which can reduce schedule flexibility.
• Fewer flight options increase the risk that a missed leg spills into multi-day delays—especially harmful for those with immigration deadlines.

Strong on-time performance and low cancellation rates remain the best guardrails against cascading problems.

Where to get the data and final recommendations

Travelers looking to compare airlines should review the DOT’s monthly Air Travel Consumer Reports. The reports list:

• Punctuality
• Cancellation rates
• Mishandled baggage
• Complaint categories
• Oversales outcomes

They are published on the DOT’s website: Air Travel Consumer Reports. Reading them before booking can help families choose flights that best protect tight arrival windows and important transitions—such as school starts or new job orientations.

Looking ahead, DOT oversight is expected to remain firm. American Airlines faces reputational and regulatory pressure to improve, and analysts expect more reform announcements in late 2025. Delta is likely to hold its lead on denied boardings and continue focusing on stable operations. For travelers with immigration milestones, the gap between carriers can spell the difference between a smooth landing and a stressful detour.