The U.S. Department of Transportation has reported a significant increase in consumer complaints regarding air travel, signaling a worsening experience for passengers. In 2023, the department received nearly 97,000 complaints, a substantial rise from the approximately 86,000 complaints the previous year.

The staggering number of complaints took until July to be sorted through and compiled, underscoring the severity of the issue. This marks the highest number of consumer complaints about airlines since 2020 when the industry faced criticism for delays in refunding customers amidst the COVID-19 pandemic.

Ironically, despite a reduction in flight cancellations with only 1.2% of flights being called off last year compared to 2.3% in 2022, delays remained persistently high at approximately 21% of all flights. The trend continued into the current year, with cancellations at around 1.3% and delays still prevalent at 21%.

The majority of complaints, over two-thirds, were directed towards U.S. airlines, with foreign airlines accounting for a quarter of the grievances. Additional complaints were filed against travel agents and tour operators. Notably, complaints related to the treatment of passengers with disabilities surged by more than one-fourth, while discrimination complaints, albeit relatively few in number, experienced a sharp increase, particularly concerning issues of race or national origin.

The rise in complaints can partly be attributed to increased consumer awareness about their rights and the ability to file complaints. The Department of Transportation played a significant role in assisting passengers, with Southwest Airlines customers alone receiving over $600 million in refunds and reimbursements after the carrier canceled nearly 17,000 flights in December 2022. Furthermore, Southwest Airlines also incurred a $35 million fine as a result.

It's worth noting that airlines receive many more complaints from travelers who either don't know how or choose not to file complaints with the government. However, such figures are not made publicly available by the carriers.

The Department of Transportation recognizes the need for improvement and is in the process of modernizing its complaint-taking system to enhance its oversight of the airline industry. However, there is a considerable delay in the release of complaint numbers, with figures for the second half of 2023 only being made public recently.

As air travel complaints reach record levels, it is evident that significant challenges remain in ensuring a satisfactory experience for passengers. The industry and regulatory bodies must work together to address these concerns and implement measures to enhance the overall flying experience.