This statistic illustrates the number of customer complaints filed in the U.S. airline industry in 2021, ranked by category. In that year, 49,958 complaints were registered regarding refunds.
The consolidation of connected technologies, like the Internet of Things (IoT), are reshaping the air travel experience, as airlines are becoming more and more interested in the potential these technologies have. Over the coming years, the majority of airlines will undertake trials for new technologies, like wearable devices or even artificial intelligence, according to a survey from the International Air Transport Association (IATA); in addition, beacon deployment at some airports worldwide is well under way.
The air transport industry expects a positive feedback for these efforts, as customer satisfaction has a major part in an airline’s brand perception. The main driver of change will be the passengers’ willingness to use contextual communication via internet-enabled devices throughout their journey.
Breakdown of customer complaints in the U.S. airline industry in 2021, by category
Data is based on customer complaints filed with the Department in writing, by telephone, via e-mail or in person, with the exception of safety complaints and security complaints which are handled by other departments.
* Flight problems data includes cancellations, delays or any other planned or unplanned deviations from schedule.
** Other data includes complaints related to frequent flyer, smoking, tours credit, cargo problems, security, airport facilities, claims for bodily injury.
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US Department of Transportation. (February 28, 2022). Breakdown of customer complaints in the U.S. airline industry in 2021, by category [Graph]. In Statista. Retrieved December 10, 2024, from https://www.statista.com/statistics/539239/number-of-customer-complaints-in-the-us-airline-industry-by-type/
US Department of Transportation. "Breakdown of customer complaints in the U.S. airline industry in 2021, by category." Chart. February 28, 2022. Statista. Accessed December 10, 2024. https://www.statista.com/statistics/539239/number-of-customer-complaints-in-the-us-airline-industry-by-type/
US Department of Transportation. (2022). Breakdown of customer complaints in the U.S. airline industry in 2021, by category. Statista. Statista Inc.. Accessed: December 10, 2024. https://www.statista.com/statistics/539239/number-of-customer-complaints-in-the-us-airline-industry-by-type/
US Department of Transportation. "Breakdown of Customer Complaints in The U.S. Airline Industry in 2021, by Category." Statista, Statista Inc., 28 Feb 2022, https://www.statista.com/statistics/539239/number-of-customer-complaints-in-the-us-airline-industry-by-type/
US Department of Transportation, Breakdown of customer complaints in the U.S. airline industry in 2021, by category Statista, https://www.statista.com/statistics/539239/number-of-customer-complaints-in-the-us-airline-industry-by-type/ (last visited December 10, 2024)
Breakdown of customer complaints in the U.S. airline industry in 2021, by category [Graph], US Department of Transportation, February 28, 2022. [Online]. Available: https://www.statista.com/statistics/539239/number-of-customer-complaints-in-the-us-airline-industry-by-type/