Air travel is getting worse. That’s what passengers are telling the US government

WASHINGTON (AP) — Air travel got more miserable last year, if the number of consumer complaints filed with the U.S. government is any measure.

The Transportation Department said Friday that it received nearly 97,000 complaints in 2023, up from about 86,000 the year before. The department said there were so many complaints that it took until July to sort through the filings and compile the figures.

That’s the highest number of consumer complaints about airlines since 2020, when airlines were slow to give customers refunds after the coronavirus pandemic shut down air travel.

The increase in complaints came even as airlines canceled far fewer U.S. flights — 116,700, or 1.2% of the total, last year, compared with about 210,500, or 2.3%, in 2022, according to FlightAware data. However, delays remained stubbornly high last year, at around 21% of all flights.

So far this year, cancellations remain relatively low — about 1.3% of all flights — but delays are still running around 21%.

More than two-thirds of all complaints last year dealt with U.S. airlines, but a quarter covered foreign airlines. Most of the rest were about travel agents and tour operators.

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