Air travel in the United States became increasingly aggravating in 2023, as indicated by a surge in consumer complaints filed with the U.S. Department of Transportation. According to the department's latest report, nearly 97,000 complaints were received last year, a significant increase from the approximately 86,000 complaints in the previous year.

The volume of complaints was so substantial that it took until July to process and compile the figures. This marks the highest number of consumer complaints about airlines since 2020, when the industry faced backlash for delayed refunds amidst the COVID-19 pandemic.

Despite a decrease in the number of U.S. flight cancellations, with 116,700 flights (1.2% of the total) canceled in 2023 compared to approximately 210,500 (2.3% of the total) in 2022, flight delays remained persistently high at around 21% of all flights. This year, cancellation rates have remained relatively low, affecting only 1.3% of all flights, but delays continue to plague the industry at a similar rate.

Majority of the complaints received last year were directed towards U.S. airlines, accounting for over two-thirds of all grievances, while a quarter were about foreign carriers. The remaining complaints mainly concerned travel agents and tour operators.

Of particular concern was the increase in complaints regarding the mistreatment of passengers with disabilities, which saw a more than one-fourth rise from 2022. Moreover, although complaints of discrimination were relatively small in number, they experienced a sharp increase, with most reports centered around issues of race or national origin.

It is important to note that many travelers who experience issues with airlines may not know how or choose not to file complaints with the government. Consequently, the actual number of complaints could be significantly higher, as carriers do not publicly disclose those statistics.

To address these growing concerns, the U.S. Department of Transportation is in the process of modernizing its complaint-taking system, aiming to enhance its oversight of the airline industry. However, the department has faced criticism for the delayed release of complaint numbers. In fact, figures for the second half of 2023 were only made available just recently.

As air travel continues to face challenges, passengers hope for improved services and increased accountability within the industry.