Passengers Tell US Government: Air Travel is Worsening

Air travel became more unpleasant last year, as reflected by a surge in consumer complaints filed with the U.S. government. The Transportation Department reported receiving nearly 97,000 complaints in 2023, up from approximately 86,000 the previous year. The volume was so high that it took until July to process and compile the data. This marks the highest number of complaints since 2020 when airlines delayed issuing refunds after the COVID-19 pandemic halted air travel.

Despite airlines canceling fewer U.S. flights in 2023 — 116,700, or 1.2% of the total, compared to about 210,500, or 2.3%, in 2022, according to FlightAware data — delays remained persistently high at around 21% of all flights. This year, cancellations have stayed relatively low at about 1.3% of all flights, but delays continue at the same 21% rate.

Most complaints last year (over two-thirds) were directed at U.S. airlines, with a quarter concerning foreign airlines. The remaining complaints involved travel agents and tour operators. Notably, complaints regarding the treatment of passengers with disabilities increased by more than 25% compared to 2022. Although fewer in number, complaints of discrimination, mainly related to race or national origin, also saw a significant rise.

The Transportation Department attributed the increase in complaints to greater consumer awareness of their rights and the ability to file complaints. The department played a key role in helping Southwest Airlines customers secure over $600 million in refunds and reimbursements after the airline canceled nearly 17,000 flights in December 2022. Additionally, Southwest paid a $35 million fine.

Airlines typically receive many more complaints from travelers who either don’t know how to file a complaint with the government or choose not to. However, these internal numbers are not publicly released by the carriers.

In response to the rising complaints, the Transportation Department is updating its complaint-handling system to improve its oversight of the airline industry. Despite this effort, the department has been releasing complaint data with significant delays. The figures for the second half of 2023 were not made available until Friday.

Overall, while flight cancellations have decreased, persistent delays and other service issues have contributed to a growing number of dissatisfied air travelers, as evidenced by the spike in complaints to the U.S. government.