Summer Travel Woes: Airline Complaints Hit Record Highs, Report Reveals — Here’s What You Need to Know
From delays to lost luggage, concerns about safety and air traffic control, travel has recently faced some turbulent times.
A new study
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 believe that travelers—when they are on trips—have high standards and are aware of the issues within the aviation sector. They aren’t hesitant to speak up when things don’t go smoothly,” stated Teresa Murray, who leads consumer advocacy at PIRG.
Murray noted that these unprecedented levels of complaints indicate customers who tried initially to resolve issues directly with the airline. Should they fail to get satisfaction, customers have the option to elevate their concerns by submitting them to the Department of Transportation.
She attributed the rise in complaints to passengers who have become more knowledgeable about their entitlements to refunds for delays and cancellations.
People sort of realized — hey, I can voice my concerns and actually make things happen,” she stated. “We believe it’s positive that individuals are expressing themselves.
Why all the issues with delays, cancellations, and missing baggage?
The PIRG report indicates a rise in delays and cancellations in 2024, showing on-time arrival rates for U.S. airlines declining slightly from 78.2% in 2023 to around 77.9%. Additionally, cancellation percentages increased to 1.36% in comparison to 1.28% the previous year.
“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.”
In 2024, approximately 2.7 million pieces of luggage (comprising around 11,000 wheelchairs or mobility devices) were recorded as having been mistreated, potentially indicating loss, damage, or items being left behind within those baggage claims.
Murray mentioned that one of the major shocks from the statistics is the report of 437 tarmac delays recorded in 2024.
The DOT determines
A tarmac delay of three hours or longer for flights within the country.
This figure has increased from the 289 tarmac delays for domestic flights in 2023, marking the highest number documented within a single year since the implementation of the Tarmac Delay Rule in 2010. This regulation allows airlines to be penalized with fines as high as $27,500 per passenger should a domestic flight remain grounded on the tarmac for over three hours.
What were the top performing airlines and which ones performed poorly?
The PIRG report indicated that Frontier had the highest complaint rate relative to passenger numbers according to the DOT criteria at 23.3 grievances for every 100,000 travelers. In second place was Spirit Airlines with a rate of 12.8 complaints per 100,000 passengers.
Southwest Airlines led in the complaint ratio category with 1.5, closely trailed by Alaska Airlines which stood at 2.6.
What does the future hold for air travel?
With an increasing number of travelers focusing on airport issues, flight safety concerns, and becoming better informed about their entitlements regarding compensations for cancellations or delays, Murray mentioned it would be intriguing to observe the airlines’ reactions.
If a flight is canceled or postponed by at least three hours due to any circumstance, passengers have the right to obtain a reimbursement. However, according to Murray, the pace at which these refunds are issued and how quickly travelers get vouchers for meals or lodging when faced with delays or cancellations may differ.
To get a detailed overview of your rights regarding refunds, upgrades, baggage policies, and more, please click.
here
.
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 suggests including tracking devices in both your checked luggage and carry-ons. As planes tend to be more crowded with passengers these days, overhead compartments frequently fill up quickly, increasing the chances that you’ll need to check your carry-on at the boarding gate.
“So if the airline isn’t aware of the location of your luggage, you should be,” she stated.
Furthermore, consider traveling the previous day, aim to reserve early morning flights, and choose direct flights whenever feasible, according to Murray.
Murray stated that due to reports indicating airlines are reducing their flight schedules, it would be wise to book your summer travel promptly. Should the typical frequency of these flights decrease, this might result in fewer choices and potentially increased costs for your journey.
Lastly, Murray said it’s always important to be kind to customer service employees at the airport.
“They likely didn’t cause your issue,” she stated.