Airline complaints have reached record highs, new report says | What to know before summer travel
From delays to lost luggage, concerns about safety and air traffic control, travel has recently faced some turbulent times.
found that more passengers are holding airlines accountable for unpleasant experiences, with complaints hitting a record high in 2024.
Here’s a look at key findings from the study and what travelers should know ahead of what’s sure to be a busy summer travel season.
Customer complaint spike
Data examined by the Public Interest Research Group (PIRG) says that the Department of Transportation received 66,675 complaints about U.S. airlines in 2024, an increase of nearly 9% from 2023.
“I think people — if they are traveling — they have high expectations and they know there are problems in the airline industry and they’re not afraid to raise their hands when things don’t go well,” said Teresa Murray, consumer watchdog director for PIRG.
Murray pointed out that these record-high complaints reflect customers who attempted to reach resolution with the airline first. If no resolution is reached, customers can then escalate their complaint by filing it with the Department of Transportation.
She also credited passengers who are more aware of their rights to refunds for delays and cancellations for this spike in complaints.
“People kind of figured out — hey, I can complain and I can get results,” she said. “We think it’s a good thing that people are letting their voices be heard.”
What’s up with delays, cancellations and lost luggage?
The PIRG report also reflects an increase in delays and cancellations in 2024, with on-time arrivals for U.S. airlines dipping from 78.2% in 2023 to about 77.9%. Cancellations were also up to 1.36%, compared to 1.28% in 2023.
“That may not sound like a big difference, but two- or three-tenths of a point means thousands of flights,” the report says. “This means that nearly 1.7 million flights were delayed or canceled in 2024 out of the 7.5 million flights scheduled for the top 10 airlines and their marketing partners.”
About 2.7 million checked bags (including about 11,000 wheelchairs or scooters) were reported as mishandled in 2024, which could mean they were lost, damaged or had something missing.
Murray said one of the biggest surprises from the data is 437 tarmac delays reported in 2024. a tarmac delay as three hours or more for domestic flights.
This number is up from 289 tarmac delays for domestic flights in 2023 and the most recorded in one year since the Tarmac Delay Rule took effect in 2010. That rule subjects airlines to fines of up to $27,500 per passenger if a domestic flight is delayed on the tarmac for more than three hours.
Which airlines were the best and worst?
According to the PIRG report, Frontier had the worst ratio of complaints to passengers based on the DOT benchmark — 23.3 complaints per 100,000 passengers. The next worse airline was Spirit with 12.8 complaints per 100,000 passengers.
Southwest Airlines had the best complaint ratio at 1.5, followed by Alaska Airlines with 2.6.
What’s next for air travel?
As more passengers pay attention to news about problems at airports, flight safety and know more about their rights to compensation for cancelations or delays, Murray said it will be interesting to see how airlines respond.
Passengers are entitled to a refund for their flight if it’s canceled or delayed by three hours or more for any reason. But Murray said the speed in which you receive that refund and vouchers for food or overnight accommodations in the event of a delay or cancellation can vary.
For a comprehensive list of your rights when it comes to refunds, bumping, luggage and more, click .
Some airlines are also weighing new policies about waiving fees for family seating.
Murray suspects that issues with airlines and air travel will continue and recommends avoiding connecting flights through airports that have a reputation for experiencing issues.
“You’re just asking for a headache,” she said.
What should you know before traveling?
If you have a flight coming up, Murray said it’s important to download your airline’s app ahead of time so you won’t miss any changes to your itinerary. Opting into emails and texts about your flights is also helpful.
Murray also recommends putting trackers into your checked bags and carryons. With fuller flights, there’s often less overhead space and you’re more likely to have to gatecheck your carryon.
“So if the airline doesn’t know where your bag is, you do,” she said.
In addition, travel the day before, try to book morning flights and opt for nonstop flights when possible, Murray said.
There are reports that airlines are cutting flights, so Murray said if you know your summer plans, book now. If airlines reduce their usual number of flights, that could mean less options and higher prices for your trip.
Lastly, Murray said it’s always important to be kind to customer service employees at the airport.
“They probably did not cause your problem,” she said.
