The US Department of Transportation received a record number of almost 97,000 complaints from air travellers in 2023, the highest since the pandemic in 2020 when airlines were slow to issue refunds. Despite a decrease in flight cancellations, delays remained high at 21% of all flights. The majority of complaints were against US airlines, with a quarter against foreign airlines and the rest involving travel agents and tour operators.
Complaints regarding treatment of passengers with disabilities soared by over 25% compared to the previous year, while discrimination complaints, particularly concerning race or national origin, also saw a significant increase. Airlines usually receive even more complaints from passengers who do not report to the government.
The Department of Transportation is working on modernizing its complaint system in order to provide better oversight of the airline industry. However, the release of complaint numbers is often delayed, with figures for the second half of 2023 only being issued recently.
This surge in complaints highlights the ongoing challenges faced by air travellers, despite improved cancellation rates. With the rise in complaints related to disability treatment and discrimination, it is clear that there is still work to be done in ensuring a positive travel experience for all passengers. Airlines will need to address these issues to improve customer satisfaction and maintain the credibility of the industry.
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