Complaints against U.S. airlines will break another record in 2023, consumer watchdog says

By Aarthi Swaminathan

Complaints about problems such as flight cancellations, delays, or missed connections were the most common, according to U.S. Public Interest Research Group.

It's shaping up to be a record-breaking year for consumer complaints against U.S. airlines, with the number of complaints filed in the first five months of 2023 more than double the amount filed during the same period last year, according to a new report.

Based on newly released data from the U.S. Department of Transportation, the number of complaints filed by travelers between January and May 2023 was on track to hit a new record, according to the report by U.S. Public Interest Research Group, a Washington, D.C.-based consumer watchdog.

"Complaints against U.S. airlines will break another record in 2023," PIRG said in the report. "Cancellations have improved but delays, mishandled luggage and damaged wheelchairs are worse."

From January to May, travelers filed more than 38,000 complaints against U.S. and foreign airlines, travel agents and tour operators - up 68% from last year.

Out of those, 26,312 complaints were against U.S. airlines, which is more than double the total from the same period last year.

Complaints that travelers file to DOT about airlines "are supposed to be filed only by travelers who had an issue and couldn't get it resolved through the airline," PIRG noted in the report.

A third of complaints were about flight problems, the report stated, which revolve around flight cancellations, delays, or missed connections. A fifth were about the lack of refunds. Complaints about lost or damaged baggage or wheelchairs formed 16% of the complaints.

Travelers were also annoyed by airfares, issues with reservations and ticketing, customer service, and more.

The airlines that received the most complaints per 100,000 passengers included Frontier (ULCC) , Spirit Airlines (SAVE), and Hawaiian Airlines (HA), PIRG found.

The airlines with the least number of complaints per 100,000 passengers were Republic Airways , SkyWest (SKYW), and Alaska Airlines (ALK).

Among the four largest airlines, Southwest Airlines (LUV) fared the best, followed by Delta Air Lines (DAL).

Airlines for America, a trade group representing the U.S. airline industry, did not respond immediately to a request for comment.

PIRG's report offers a window into the flying experience. With more than 115 million people expected to travel this holiday season, the report suggests that Americans should be prepared for more pain, particularly if they're flying.

Last Christmas proved to be highly challenging for many airline passengers. PIRG noted that between Dec. 22, 2022 and Dec. 29, 2022, more than 25,000 flights were canceled. "Too many families spent the holiday weekend sleeping on the floor in airports," PIRG stated.

While complaints about cancellations have improved compared with last year, flight delays have been a bigger problem than they were in 2022, PIRG said.

Tips for flying during holiday periods

For those braving the crowds and traveling this Christmas and New Year, PIRG offered some tips.

First, download the airline's app. "This will help you get real-time notifications and communicate directly with customer service, especially if you need to rebook your flight and the phone lines are jammed," the report said. Don't rely on an online search for the airline's number because you could be calling a scammer masquerading as their customer service.

Put trackers in your bags. Apple's (AAPL) AirTag tracker is one example, but there are others. With the number of complaints about lost luggage rising, a tracker can help you keep tabs on the location of your bag or stroller or wheelchair at all times.

Know your legal rights. If your airline cancels your flight, you are entitled by law to a full refund of your ticket price, taxes, baggage fees, and any extra charges or fees, PIRG stressed.

"You also have additional rights if your flight is canceled or significantly delayed for reasons within the airline's control, such as staffing or equipment issues," PIRG said. "Many airlines rebook you for free, and pay for hotels, meals, ground transportation, et cetera. Even if it's not the airline's fault, you can ask an airline to rebook you on their airline or a competitor's. They often will."

Fly in the morning. The earlier you schedule your flight, the more buffer you have if your flight is delayed, or if you're rebooked. If you are on a red-eye flight and it gets canceled, you may have to wait until next morning, which could derail your plans.

Avoid connecting flights. Short connections and juggling two flights increases your chances of running into problems. A delay on the first leg could result in you missing the second part to get to your destination. "The extra cost of a non-stop may save you a lot of stress and expense," PIRG advised.

Pay with a credit card. "If you buy your plane ticket with a credit card, you have far greater protection to dispute the charge under the federal Fair Credit Billing Act," PIRG said.

Take a photo and document your stuff. PIRG advised that if you are checking a bag - it's better if you don't, they added - take a photo of your belongings in the suitcase, which will come in handy if you need to file a claim with the airline. "You're entitled to reimbursement up to $3,800 if your bag is lost," PIRG said. "If you have expensive items, take photos of them and write down the model numbers, serial numbers, et cetera."

-Aarthi Swaminathan

This content was created by MarketWatch, which is operated by Dow Jones & Co. MarketWatch is published independently from Dow Jones Newswires and The Wall Street Journal.

(END) Dow Jones Newswires

12-14-23 0300ET

Copyright (c) 2023 Dow Jones & Company, Inc.