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

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Source

Release date

February 2020

Region

United States

Survey time period

2019

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.

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

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