For the third year in a row, Denver-based Frontier Airlines was the subject of the most complaints filed against U.S. airlines in 2024, according to a new report.
A record-breaking 66,700 complaints were filed against U.S. airlines in 2024, according to a report from the Colorado Public Interest Research Group.
Frontier Airlines had nearly double the number of complaints per 100,000 passengers as Spirit, which came in second last year, and more than triple the average across the 10 largest U.S. airlines, the report stated.
The Denver-based airline was also among the top for flight cancellations, delays, mishandled wheelchairs and involuntarily bumped passengers, the report stated.
Frontier did not respond to multiple requests for comment.
Complaints against U.S. airlines jumped 9% across the board between 2023 and 2024, more than double the 4% increase in passengers, according to the CoPIRG report, which uses U.S. Department of Transportation data.
Last year was the fourth time in the last five years that complaints hit new highs, the report stated. Complaints briefly dipped in 2021 but have increased each year since.
Southwest Airlines had the lowest complaint-to-passenger ratio last year, followed by Alaska Airlines and Hawaiian Airlines, the CoPIRG report stated.
“The data the DOT released last month doesn’t include the detail of years past, which broke down complaints by type,” CoPIRG officials stated in the report. “…The DOT says the avalanche of complaints makes it impossible for staff to keep up with processing, even with help from artificial intelligence.”
The Federal Aviation Administration and DOT did not respond to requests for comment.
CoPIRG officials said the most common complaints in previous years included issues with refunds, cancellations and delays, baggage and wheelchairs, reservations, fares, customer service and disability access.
In 2024:
Roughly 77.9% of flights arrived on time across all U.S. Airlines. About 1.7 million flights were delayed out of the 7.5 million scheduled for the U.S.’s top 10 airlines, making 2024 the second-worst year for on-time flights in the last decade.
Canceled flights grew to 1.36% from 1.28% in 2023. CoPIRG analysts said that remains below historic levels, but the small percentage difference still accounts for thousands of canceled flights.
About 2.7 million checked bags and 11,300 wheelchairs or scooters were lost, delayed or damaged.
The number of travelers bumped involuntarily from their flights dropped, coming in at a rate of 0.28 per 10,000 passengers boarded on the top 10 airlines.
Airlines experienced 437 tarmac delays of three hours or more on domestic flights. That’s the most delays since the Tarmac Delay Rule took effect in 2010, allowing airlines to be fined up to $27,500 per passenger if a domestic flight remains on the tarmac for more than three hours without deplaning.
Some of the largest airlines are planning to cut the number of flights in the months ahead, which could result in extra-crowded cabins and airports, more missed connections and another record year for complaints in 2025, the CoPIRG report stated.
“It’s more important than ever that travelers plan ahead, take steps to protect themselves and know their rights if something goes wrong,” Danny Katz, executive director for CoPIRG Foundation, said in a statement. “… We all need to continue to push the airlines, regulators and lawmakers to do more to protect us.”
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