The U.S. Department of Transportation recently released a new set of complaint data in its Air Travel Consumer Report. This data reveals a significant increase in complaints from passengers regarding airlines and travel agents in 2023 compared to previous years. The Department noted that the number of submissions had nearly reached 96,900 in 2023, a considerable rise from the more than 86,000 received in 2022.
Of the complaints received in 2023, the vast majority, around 67,700, were concerning U.S. carriers, while about 25,000 were related to foreign carriers, and nearly 3,200 pertained to travel companies. Additionally, the Department highlighted the number of disability-related and discrimination-related complaints it received, indicating a growing concern in these areas within the air travel industry.
An interesting trend noted in the data was the fluctuation in the number of submissions received. From June to September 2023, there was a consistent increase in submissions compared to the same months in 2022, with percentage increases ranging from 8.3% to 65.5% year over year. However, between October and December, the trend reversed, with a decline in submissions each month compared to the previous year. December 2023 experienced a significant decrease of 69.5% compared to December 2022, a month that was marked by adverse weather conditions and the Southwest Airlines meltdown during the holiday season.
The Department of Transportation acknowledged the need to revise its processes for handling air travel service complaints, given the continued high volume of submissions. It mentioned plans to implement a new, modernized system to streamline the processing of complaints and provide more detailed data on specific categories once the system is operational. This response demonstrates a proactive approach towards addressing the growing concerns within the air travel industry and improving the overall customer experience.
The recent data released by the U.S. Department of Transportation highlights the escalating number of complaints within the air travel industry, particularly in relation to U.S. carriers, foreign carriers, and travel companies. The fluctuation in submission trends throughout the year indicates the dynamic nature of customer feedback and the need for constant monitoring and adaptation by regulatory bodies and industry players. By acknowledging these trends and proactively seeking solutions, stakeholders can work towards enhancing the quality of service and addressing the issues raised by passengers in a timely and effective manner.