Air travel has seen a rise in passenger complaints, with the Transportation Department reporting a more than 12% increase, despite a decrease in canceled flights from the previous year.
Record Complaints Indicate Growing Frustration
The Transportation Department announced it received about 97,000 complaints in 2023, up from approximately 86,000 the previous year. The volume was so high it took until July to process and compile the data.
Highest Complaint Numbers Since 2020
This spike marks the largest number of consumer complaints against airlines since 2020 when airlines struggled to issue refunds after the pandemic halted flights.
Fewer Cancellations, Persistent Delays
Despite fewer cancellations—116,700 flights, or 1.2% of the total, compared to 210,500, or 2.3%, in 2022—delays remained high, affecting nearly 21% of all flights.
Current Year Trends
So far in 2024, cancellations have been low, accounting for only 1.3% of flights, but delays have persisted at around 21%.
Breakdown of Complaints
Last year, over two-thirds of complaints were about U.S. airlines, with a quarter concerning international airlines. The rest involved travel agents and tour operators.
Increase in Disability and Discrimination Complaints
Complaints about the treatment of disabled passengers rose by more than a quarter compared to 2022, while discrimination complaints, mostly regarding race or national origin, saw a dramatic increase.
Rising Awareness and Assistance
The Transportation Department attributed the rise in complaints partly to increased consumer awareness of their rights and the complaint process. It also assisted consumers in obtaining over $600 million in refunds and reimbursements after Southwest Airlines canceled about 17,000 flights in December 2022.
Underreported Complaints and System Modernization
Airlines receive numerous complaints from passengers who do not report to authorities, but these figures are not disclosed. The Transportation Department is modernizing its complaint-taking system to improve oversight, although it currently releases complaint numbers months late, with figures for the second half of 2023 only issued on Friday.
