Airline passengers were in a generally foul mood last year, with complaints about everything from canceled flights to lost luggage surging to their highest level in years, a new analysis shows.
Travelers flooded the U.S. Department of Transportation, travel agents and third-party booking sites like Expedia and Priceline with nearly 78,000 grievances, including a barrage of complaints focused on delayed and scrapped flights around the end-of-year holidays, to the U.S. Public Interest Research Group . That's more than five times the roughly 15,000 complaints filed in 2019 before the pandemic.
"To be clear, 2022 was a bad year for the airlines long before the Christmastime meltdown," Teresa Murray, a consumer watchdog for PIRG, said in the report."But the year-end winter storm disaster that ruined holiday plans for millions of families added more fuel to efforts by regulators and lawmakers to improve consumer protections on everything from scheduling to junk fees to family seating.
Representatives for Frontier and Spirit didn't immediately respond to requests for comment. A JetBlue spokesman told CBS MoneyWatch that its delays and cancellations last year stemmed in part from the carrier's flights being concentrated in the Northeast, which contains the nation's busiest air routes.
"In 2022, 76% of our operations touched congested airspace, compared to 42% for our closest competitor and other competitors ranging from 7% to 32%," he said. Although the Christmas and New Year's holidays were challenging for air travel, JetBlue didn't cancel any flights over Thanksgiving, the spokesman added.
Other airlines that ranked high in number of complaints last year include: Southwest, American, United, Delta and Allegiant.
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