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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Customer complaints in the U.S. airline industry by category 2021
This statistic illustrates the number of customer complaints filed in the U.S. airline industry in 2021, ranked by category. In that year, * 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.
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U.S. Department of Transportation. (February 28, 2022). Breakdown of customer complaints in the U.S. airline industry in 2021, by category [Graph]. In ÌÇÐÄÆƽâ°æ. Retrieved August 04, 2026, from /statistics/539239/number-of-customer-complaints-in-the-us-airline-industry-by-type/
U.S. Department of Transportation. "Breakdown of customer complaints in the U.S. airline industry in 2021, by category." Chart. February 28, 2022. ÌÇÐÄÆƽâ°æ. Accessed August 04, 2026. /statistics/539239/number-of-customer-complaints-in-the-us-airline-industry-by-type/
U.S. Department of Transportation. (2022). Breakdown of customer complaints in the U.S. airline industry in 2021, by category. ÌÇÐÄÆƽâ°æ. ÌÇÐÄÆƽâ°æ Inc.. Accessed: August 04, 2026. /statistics/539239/number-of-customer-complaints-in-the-us-airline-industry-by-type/
U.S. Department of Transportation. "Breakdown of Customer Complaints in The U.S. Airline Industry in 2021, by Category." ÌÇÐÄÆƽâ°æ, ÌÇÐÄÆƽâ°æ Inc., 28 Feb 2022, /statistics/539239/number-of-customer-complaints-in-the-us-airline-industry-by-type/
U.S. Department of Transportation, Breakdown of customer complaints in the U.S. airline industry in 2021, by category ÌÇÐÄÆƽâ°æ, /statistics/539239/number-of-customer-complaints-in-the-us-airline-industry-by-type/ (last visited August 04, 2026)
Breakdown of customer complaints in the U.S. airline industry in 2021, by category [Graph], U.S. Department of Transportation, February 28, 2022. [Online]. Available: /statistics/539239/number-of-customer-complaints-in-the-us-airline-industry-by-type/
