The U.S. airline industry ended 2023 on a well-needed positive note for passengers: it logged the lowest flight cancellation rate in at least 10 years, as well as expanded consumer protections for travelers.
"Thanks to the tireless work of our nation's aviation safety professionals, millions of travelers were able to fly safely and without disruption last year," said Transportation Secretary Pete Buttigieg. "We are glad to see this 10-year low rate of cancellations, and our Department will continue to take every step to ensure air travel is smooth and safe for passengers in the new year."
In 2023, there were 16.3 million flights and a cancellation rate below 1.2 percent, the lowest rate in a decade. At the same time, according to the Transportation Security Administration, 2023 was also the busiest year for air travel ever and 2024 projects to be even busier.
Earlier this month, the U.S. Department of Transportation (DOT) released its latest Air Travel Consumer Report (ATCR) that looks into the on-time performances, mishandled baggage events, and incidents involving wheelchairs and scooters on U.S. air carriers, among other metrics.
The verdict? Air travel is experiencing significant improvements all around compared to the chaotic operations of 2022.
In addition, the report notes that in 2023, DOT imposed the largest fines in the history of its consumer protection office, amounting to significant monetary penalties and facilitating the return of over $3 billion in refunds to travelers since the start of the pandemic.
The Good News
Travelers in the baggage claim area at Nashville International Airport. (Photo Credit: Scott Heaney/iStock Editorial/Getty Images Plus)
The good news continued as the report highlighted how 10 of the largest U.S. airlines have now committed to guaranteeing meals and free rebooking on the same airline, which is not something most passengers are used to seeing.
To manage this process, DOT has expanded its user-friendly Airline Customer Service Dashboard page to provide clear information on which airlines offer cash compensation, travel credits, vouchers, or frequent flyer miles in the event of flight delays or cancellations. Also in the dashboard is information about family seating that highlights which airlines guarantee fee-free family seating, making it easier for parents to avoid additional costs when traveling with their children.
Plans are also underway to propose new rulemaking that would make passenger compensation and amenities mandatory and increase passenger confidence in flying when airlines are responsible for delays or cancellations.
¡°The Department is enhancing consumer protections through rulemakings and other activities, and has been examining how best to review and process the consumer complaints received to avoid reporting delays.¡± the report noted.
As for on-time arrivals, carriers maintained an 84.1 percent average, an improvement from previous reports of 83.4 percent. Notably, Delta Air Lines led the pack with a 90.7 percent on-time arrival rate, while Frontier Airlines and JetBlue faced challenges, both recording rates of 73.9 percent.
Mishandled baggage rates showed a decrease from previous reports last year, holding at 0.44 percent, down from 0.53 percent. In terms of mishandled wheelchairs and scooters, the rate in this last report also showed improvements there as well.
The Bad News
Passengers seated inside a Delta airplane. (photo by Eric Bowman)
But as air chaos is mitigating and problems are resolving, air travel complaints are going nowhere but up.
In the first five months of 2023, U.S. travelers lodged over 38,000 complaints against airlines and travel companies, according to a report by the U.S. Public Interest Research Group. The complaints included those against airlines (Frontier, Spirit, Hawaiian, JetBlue and United as top five offenders), travel agencies (Expedia leading the pack), and some tour operators, showing travelers¡¯ immense dissatisfaction with the industry¡¯s state as some 14 percent more travelers took to the skies in 2023 compared to the year prior.
More than one-third of complaints sent to DOT concerned cancellations, delays, or missed connections. Another 20 percent of complaints filed in 2023 concerned refunds. Complaints about mishandled baggage comprised almost 16 percent of all complaints to the department last year.
And while airports and airplanes aren¡¯t likely to become less crowded anytime soon, DOT continues to keep tabs on the numbers and hold feet to the fire when it comes to airlines and their unrealistic scheduling practices, which are seen as ¡°an unfair and deceptive practice¡± under federal law. Meanwhile, passengers may want to prepare to be bumped or have their plans disrupted as part and parcel of flying no matter what the improvements show.
Consumers may file air travel consumer or civil rights complaints online here or call (202) 366-2220. Written complaints may be sent to the Aviation Consumer Protection Division, U.S. Department of Transportation, C-75, W96-432, 1200 New Jersey Avenue, SE, Washington, DC 20590.
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