Try our corporate solution for free!
(212) 419-8286

Customer complaints in the U.S. airline industry by category 2019

This statistic illustrates the number of customer complaints filed in the U.S. airline industry in 2019, ranked by category. In that year, 1,823 complaints were registered regarding reservations, ticketing and boarding issues.

Airlines customer satisfaction

Air travel experience has a lot of potential for improvement; parameters like on-time performance, baggage handling or lower airfares, followed by the growth of in-flight connectivity services, showed positive development on the North American airline satisfaction index . Airlines are making positive efforts in providing a more smooth air travel experience, e.g. fewer passengers are denied boarding and are becoming more connected in order to ease their travel.

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 2019, by category

Exclusive Premium statistic

You need a Single Account for unlimited access.

  • Full access to 1m statistics

  • Incl. source references

  • Available to download in PNG, PDF, XLS format

Single Account

$39 $59 per month *
in the first 12 months
33% discount until March 31st
*Duration: 12 months, billed annually, single license

Access to this and all other statistics on 80,000 topics from

$468 / Year
$708 / Year

Show detailed source information?
Register for free
Already a member?
Log in

Release date

February 2020


United States

Survey time period


Supplementary notes

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.

Statista Accounts: Access All Statistics. Starting from $468 / Year
Basic Account
Get to know the platform

You only have access to basic statistics.
This statistic is not included in your account.

Single Account
The ideal entry-level account for individual users
  • Instant access to 1m statistics
  • Download in XLS, PDF & PNG format
  • Detailed references
$59 $39 / Month *
in the first 12 months
Corporate Account
Full access

Corporate solution including all features.

* Prices do not include sales tax.

Statistics on "Passenger airlines in the U.S."

Statista Accounts: Access All Statistics. Starting from $468 / Year
Learn more about how Statista can support your business.