Air travel complaints rose in 2023, with the U.S. Transportation Department reporting nearly 97,000 complaints compared to about 86,000 in the previous year. This surge in complaints is the highest since 2020 when airlines were slow to issue refunds due to the pandemic-induced travel shutdowns. Despite a decrease in canceled U.S. flights from 2022 to 2023, with 1.2% canceled in 2023 compared to 2.3% in 2022, flight delays remained high at around 21% last year and this year.
Most complaints, over two-thirds, were about U.S. airlines, while a quarter pertained to foreign airlines and the rest centered on travel agents and tour operators. Complaints regarding the treatment of passengers with disabilities increased by over one-fourth in 2023 compared to the previous year, with a notable rise in discrimination complaints related to race or national origin.
The U.S. Transportation Department attributes the rise in complaints to increased consumer awareness of their rights and how to lodge complaints. The department helped Southwest Airlines customers secure over $600 million in refunds after the carrier canceled nearly 17,000 flights in December 2022, resulting in a $35 million fine for the airline. Airlines likely receive many more complaints from passengers that go unreported to the government.
The Transportation Department is updating its complaint system to better oversee the airline industry, although complaint data is currently released with a significant delay. The department did not publish figures for the second half of 2023 until recently. To file an air travel complaint, consumers can use the Transportation Department’s online complaint form.
