These airlines had the most and least passenger complaints in 2024

Air travel can be a source of frustration and inconvenience, especially when flights are delayed, canceled, or baggage is mishandled. According to a recent report from the U.S. PIRG Education Fund, a consumer advocacy group, a record 66,675 complaints were lodged against U.S. airlines in 2024. This surge in passenger complaints has been attributed to the ongoing impacts of the pandemic, which have disrupted travel plans and caused a spike in cancellations and delays.

One of the key issues highlighted in the report is the struggle that passengers face in getting refunds from airlines for canceled or delayed flights. The Department of Transportation now requires airlines to provide automatic refunds in these situations, but many passengers still encounter difficulties in obtaining the compensation they are owed. As a result, more and more customers are turning to the DOT complaint line to voice their grievances.

In addition to flight cancellations and delays, airlines are also facing challenges in handling baggage and wheelchair services. While there has been a slight improvement in the mishandling of bags and wheelchairs compared to the previous year, millions of bags and thousands of wheelchairs are still lost or damaged annually. Frontier Airlines emerged as the carrier with the highest rate of complaints per 100,000 passengers, highlighting the issues faced by passengers flying with this airline.

The report also ranks airlines based on their performance in various categories, including overall complaints, flight cancellations, delays, mishandled bags, mishandled wheelchairs, and involuntary bumping. Southwest, Alaska, and Hawaiian Airlines were among the top performers in terms of passenger complaints, while Frontier, Spirit, and JetBlue Airlines ranked poorly in this category.

When it comes to flight cancellations, Southwest, Hawaiian, and Delta Airlines had the lowest rates, while Frontier, Spirit, and United Airlines experienced higher rates of cancellations. In terms of delays, Hawaiian, Delta, and United Airlines performed better than Frontier, JetBlue, and Spirit Airlines. Allegiant, JetBlue, and Frontier Airlines were the top performers in handling mishandled bags, while American, United, and Alaska Airlines had higher rates of mishandling bags.

Overall, the report highlights the ongoing challenges faced by passengers when flying with U.S. airlines, from flight disruptions to issues with baggage handling and customer service. As air travel continues to rebound from the pandemic, it is crucial for airlines to address these issues and improve the overall passenger experience.