Passenger Complaints Against Airlines Set to Double in 2023 Following Catastrophic 2022
The U.S. Department of Transportation (DOT) has announced a $140-million fine against Southwest Airlines due to numerous consumer protection law violations during the airline’s disastrous 2022 travel season, marked by thousands of canceled flights and frustrated passengers. This fine is 30 times larger than any previous DOT penalty for such violations.
Southwest Airlines, which canceled nearly 17,000 flights and left over 2 million passengers stranded during the 2022 holiday season, stated that it faced unprecedented operational challenges and acted diligently and in good faith during the crisis. The airline has since implemented significant investments and initiatives to enhance operational resiliency and preparedness for winter operations.
However, despite the challenges faced in 2022, newly released data reveals that passenger complaints filed with the DOT against all airlines have more than doubled in the first five months of 2023 compared to the same period in 2022.
According to data analyzed by the U.S. Public Interest Research Group (PIRG), there has been a 109% year-over-year increase in complaints against airlines from January through May, while the number of air travelers increased by 14% during this period.
A significant portion of the complaints, over a third, addressed flight scheduling issues, including cancellations, delays, and connection problems. About one-fifth of the complaints were related to problems with refunds.
The third most common complaint was about lost or damaged items, with a substantial increase in the volume of complaints compared to 2022.
Additionally, the DOT’s Air Travel Consumer Report noted a rise in mishandled bags in September 2023, with 198,256 mishandled bags and a rate of .53 bags mishandled for every 100 passengers, compared to 177,304 bags and a rate of .48 bags for every 100 passengers in September 2022.
The DOT report suggests that consumer complaints are not returning to pre-pandemic levels, indicating that 2023’s total will significantly surpass previous years if the current trend continues.
As the Christmas travel season approaches, fines like the one imposed on Southwest Airlines may provide some comfort to travelers. U.S. Transportation Secretary Pete Buttigieg emphasized that the DOT will hold airlines accountable if they fail to meet passenger expectations.
Sources: AirGuide Business airguide.info, bing.com, latimes.com