Complaints against US airlines surged by nearly 29 percent in 2023, with varying levels of passenger dissatisfaction across carriers, according to an analysis by the US Public Interest Research Group based on Department of Transportation data.
Leading the pack in terms of complaints per 100,000 passengers were Frontier Airlines, followed by Spirit Airlines and jetBlue. Frontier received 33 complaints per 100,000 passengers, Spirit had 15, and jetBlue received 13.
In contrast, Alaska Airlines emerged with the fewest complaints at just two per 100,000 passengers.
Frontier Airlines acknowledged their high complaint rates but noted recent improvements in operational reliability and customer service initiatives, including the launch of the New Frontier program aimed at transparent pricing and eliminating change fees, as reported by CBS News.
The Independent reached out to jetBlue and Spirit Airlines for comment on the findings.
Overall, the analysis by PIRG highlighted a significant disparity as complaints escalated at a rate nearly three times faster than the 11 percent increase in passengers from 2022 to 2023, culminating in a record 61,233 complaints for the year.
Beyond airline-specific grievances, DOT data also captured widespread concerns about mishandled luggage, totaling 2.8 million complaints, and issues affecting 11,527 checked wheelchairs or scooters.
Historically stable complaint levels saw a sharp rise during the pandemic, particularly in 2020, underscoring ongoing challenges faced by the industry.
In response to mounting concerns, the Biden administration has pushed for greater transparency regarding airline fees, sparking legal challenges from major carriers in May who accused the DOT of overreach.
The data underscores a complex landscape for US airlines, balancing operational demands with evolving regulatory pressures and heightened consumer expectations.
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