Airline Complaints Rise Despite Fewer Cancellations and Lost Luggage

A new report from the U.S. Public Interest Research Group (PIRG) reveals that while airlines canceled fewer flights and lost fewer bags in 2023 compared to 2022, passenger complaints have actually increased.

The report analyzed airline passenger complaint data released by the U.S. Department of Transportation, finding that nearly 97,000 complaints were submitted in 2023, up from roughly 86,000 in 2022. These complaints ranged from delays and cancellations to issues with accommodations for disabled passengers and difficulties obtaining airfare refunds.

The airlines with the highest complaint ratios were Frontier Airlines (33 complaints per 100,000 passengers), Spirit Airlines (15 complaints per 100,000 passengers), and JetBlue Airways (13 complaints per 100,000 passengers). Conversely, Alaska Airlines had the lowest complaint ratio with just 2 complaints per 100,000 passengers.

Despite the increase in complaints, the report also notes some positive developments. Airlines canceled fewer flights and lost fewer bags in 2023 compared to 2022. Additionally, the Biden administration has enacted new rules requiring airlines to promptly refund customers for significantly disrupted or delayed flights and to disclose "junk fees" upfront.

While consumer frustrations with airlines persist, travel demand remains high. A record 3 million passengers passed through TSA checkpoints on Sunday following the July 4th holiday, indicating that travelers are prioritizing travel within their budgets even amidst rising costs in other areas.