The US Department of Transportation (DOT) released data on consumer submissions regarding air travel for the entire calendar year 2023. The volume of submissions, including complaints, inquiries, and opinions, reached record levels, surpassed only by 2020.
In 2023, the DOT received 96,853 consumer submissions, up from 86,240 in 2022. 67,661 were related to US carriers, 24,991 to foreign air carriers, and 3,162 to travel companies. Disability-related complaints rose to 2,685 from 2,098 in 2022, while discrimination-related complaints increased to 223 from 176. Complaints have constituted an average of 91% of consumer submissions over the past three years.
According to the DOT, the release of this data, included in the Air Travel Consumer Report (ATCR), faced delays due to the high volume of complaints received by the Office of Aviation Consumer Protection (OACP) and the processing time required by the Department’s outdated legacy system.
To address these challenges, DOT is modernizing its consumer complaint system with support from a Technology Modernization Fund (TMF) investment. This update aims to enhance the customer experience and enable more effective oversight of the airline industry.