Air Travel Complaints Reach All-Time High in 2023
According to the U.S. Transportation Department, there were nearly 97,000 consumer complaints filed in 2023, a significant increase from the approximately 86,000 complaints filed in 2022. This is the highest number of complaints about airlines since 2020, when the pandemic disrupted air travel and led to widespread cancellations and delays.
Why the Increase in Complaints?
Despite airlines canceling fewer flights in 2023 compared to 2022, delays remained stubbornly high, affecting around 21% of all flights. Delays were the leading cause of complaints, with over two-thirds of all complaints filed about U.S. airlines. Complaints about foreign airlines accounted for around 25% of the total, while the remaining 8% were related to travel agents and tour operators.
Complaints about Passenger Treatment
Complaints about treating passengers with disabilities rose by over 25% compared to 2022, with many cases involving wheelchairs and other mobility issues. Additionally, complaints of discrimination, particularly based on race or national origin, also increased sharply.
The Impact of "Junk Fees"
Airline passengers are facing a surge in "junk fees," which can include charges for things like checked bags, seat selection, and food. Some airlines are even charging passengers to reserve seats or upgrade to priority boarding. This has led to a rise in complaints about airlines’ fees and services.
Airlines Sue the Biden Administration
In an effort to push back against increased regulations, several major airlines, including American Airlines, Delta Air Lines, and United Airlines, have sued the Biden administration over its attempts to limit airline fees. The airlines argue that the fees are necessary to cover increased costs and that the regulations are too restrictive.
The Transportation Department’s Response
The Transportation Department is modernizing its complaint-taking system to better oversee the airline industry. However, the department’s release of complaint numbers has been delayed, with the figures for the second half of 2023 being released only recently.
Conclusion
The increase in air travel complaints in 2023 highlights the need for airlines to prioritize passenger satisfaction and provide better services to their customers. As the industry continues to evolve and face new challenges, it is essential that airlines prioritize transparency and fairness in their practices.
FAQs
Q: What was the total number of consumer complaints filed in 2023?
A: Nearly 97,000 complaints were filed in 2023.
Q: What was the leading cause of complaints in 2023?
A: Delays were the leading cause of complaints, affecting around 21% of all flights.
Q: What percentage of complaints were about foreign airlines?
A: Around 25% of complaints were about foreign airlines.
Q: How many complaints were about treating passengers with disabilities?
A: Complaints about treating passengers with disabilities rose by over 25% compared to 2022.
Q: Why are airlines charging passengers "junk fees"?
A: Airlines are charging passengers "junk fees" to cover increased costs and to generate additional revenue.
Q: What is the Transportation Department doing to address the rise in complaints?
A: The Transportation Department is modernizing its complaint-taking system to better oversee the airline industry.
Q: When will the Transportation Department release complaint numbers for the second half of 2023?
A: The Transportation Department released the figures for the second half of 2023 in late July 2023.
Author: fortune.com
Orginal Source link