In 2023, air travel in the United States saw a significant rise in consumer complaints, highlighting a growing dissatisfaction among passengers. According to the Transportation Department, nearly 97,000 complaints were filed, a notable increase from around 86,000 the previous year.
This surge in grievances was the highest since 2020 when airlines faced criticism for sluggish refund processes during the pandemic-induced shutdowns.
Despite a decrease in flight cancellations, which dropped to 1.2% of all US flights in 2023 from 2.3% in 2022, delays remained stubbornly high at approximately 21%. This trend persisted into the current year, with cancellation rates holding steady at 1.3% of flights while delays continued at similar levels.
The majority of complaints—over two-thirds—were directed at US airlines, with a significant portion also targeting foreign carriers and travel agents. Issues related to the treatment of passengers with disabilities surged by more than 25% compared to the previous year, reflecting heightened concerns about accessibility and discrimination. Notably, complaints regarding discrimination, particularly on grounds of race or national origin, also saw a sharp increase.
The Transportation Department attributed the rise in complaints partly to increased consumer awareness of their rights and the mechanisms available for filing grievances. This awareness has been bolstered by the department’s efforts to assist passengers, such as facilitating over $600 million in refunds and reimbursements to Southwest Airlines customers after a significant wave of flight cancellations in late 2022.
Despite these efforts, there are concerns about the timeliness and transparency of complaint reporting. The department has acknowledged delays in releasing complaint figures, with data for the latter half of 2023 only being made public recently. Plans are underway to modernize the complaint-handling system to enhance oversight of the airline industry and improve customer satisfaction.
While flight cancellations have decreased, persistently high delays and a notable uptick in complaints suggest ongoing challenges in air travel service quality and passenger experience management in recent years.