In a year that saw a decline in flight cancellations, the number of consumer complaints filed against airlines in the United States reached its highest level since the pandemic began, according to the Transportation Department.

The department reported receiving nearly 97,000 complaints in 2023, a significant increase from the approximately 86,000 complaints filed the previous year. The sheer volume of grievances led to delays in compiling the figures, with the department needing until July to sort through the filings.

Complaints about airlines refusing customer refunds during the initial stages of the COVID-19 pandemic had previously reached similar levels in 2020. However, this latest surge in complaints occurred despite a reduced number of flight cancellations. FlightAware data revealed that US airlines canceled only 116,700 flights, accounting for 1.2% of the total, compared to 210,500 flights (2.3% of total) in 2022.

While cancellations declined, flight delays remained a persistent issue, with around 21% of all flights experiencing delays in 2023. This trend has continued into the current year, with cancellations holding steady at 1.3% of all flights, while delays persist at the same 21% rate.

The majority of complaints received by the Transportation Department last year were directed towards US airlines, accounting for over two-thirds of the total. Foreign airlines comprised a quarter of the complaints, while the remainder pertained to travel agents and tour operators.

Two particular areas of concern highlighted in the report were the treatment of passengers with disabilities and incidents of discrimination. Complaints regarding treatment of passengers with disabilities surged by over 25% compared to 2022, while instances of discrimination saw a sharp increase, mostly related to race or national origin.

It is important to note that the reported number of complaints likely represents only a fraction of actual grievances, as many passengers may not be aware of or choose not to file complaints with the government. Airlines do not release this information.

To address these ongoing complaints and enhance oversight of the airline industry, the Transportation Department is modernizing its complaint-taking system. However, the release of complaint numbers by the department has consistently been delayed, with figures for the second half of 2023 only being issued recently.

As air travel continues to recover from the impact of the pandemic, it is crucial for airlines to address the concerns raised by passengers and work towards improving their overall customer experience.