The U.S. Department of Transportation faced nearly 97,000 airline complaints in 2023, a stunning rise fueled by frustrated travelers crawling to their seats and grappling with high flight delays.

This marks a significant increase from around 86,000 complaints in 2022, making 2023 the worst year for airline gripes since the refund fiasco of 2020. Despite a decrease in flight cancellations, the persistently high delay rates and a rise in disability-related and discrimination complaints have ensured that air travel remains a turbulent experience for many. To add insult to injury, the department took until July 2024 to tally up last year’s grievances, promising to modernize its system—preferably before there’s a snake on the plane.

In what appears to be the modern equivalent of a marathon, the Transportation Department bent over backwards for months before finally tallying up nearly 97,000 consumer complaints about airline travel in 2023. While our hopes for a teleportation device remain a pipe dream, it is clear that airline passengers are having some reality checks about their in-flight experiences.

Compared to 2022, when about 86,000 complaints were registered, the 2023 numbers showcase an unsettling trend. For perspective, the last time complaints surged this high was in 2020. Back then, airlines had a special relationship with procrastination as they slowly handed out refunds amidst the COVID-19 travel shutdowns.

Interestingly, flight cancellations took a nosedive in 2023, with airlines canceling 116,700 U.S. flights, roughly 1.2% of all flights. This is down from 2022’s cancelation tally of 210,500 flights, or 2.3% in total. Sounds like someone finally found the ‘Cancel Flight’ button and threw it out the window.

Unfortunately, if you thought the reduction in canceled flights would make for a smoother flying experience, think again. The delay rates stuck around like an unwelcome layover, with 21% of all flights in 2023 experiencing delays. This delay rate will make anyone believe in airport purgatory.

There was also a whole host of issues that passengers found important enough to complain about. Approximately 67,661 complaints in 2023 involved U.S. airlines, and about 24,991 were about foreign carriers. Even travel agents and tour operators weren't spared the wrath, with 3,162 complaints aimed squarely at them.

In the Kafkaesque world of air travel, one group particularly vocal about their grievances in 2023 were passengers with disabilities. Complaints about disability-related issues soared by more than 25% from the previous year. Stories ranged from nightmarish scenarios such as a paraplegic Delta passenger being forced to crawl to his seat to American Airlines mishandling wheelchairs like oversized luggage with a grudge.

Understandably, these incidents are more than enough to dissuade many disabled Americans from even considering air travel. The perpetual concern over inadequate accommodations acts like an invisible no-fly list, keeping them grounded unless absolutely necessary.

Adding to the list of unfortunate events, there is the thorny issue of discrimination. Complaints in this category, especially regarding race or national origin, experienced a noticeable bump. Although the numbers remain relatively small, no one would claim they're insignificant.

While the Transportation Department claims they're revamping their complaint-handling system, their current reality of releasing figures many months late hardly instills confidence. Somehow, they've managed to take the idea of a lagging train schedule and applied it to data reporting.

Yet, despite the growing volume of complaints, many travelers effectively “suffer in silence,” either unaware of how to file a formal grievance or simply choosing not to. Social media may be awash with ‘air travel horror stories,’ but the complaint numbers suggest a choir visible only to those who sing.

One positive note came from the friendly folks at Southwest Airlines. After canceling nearly 17,000 flights in December 2022, Southwest Airlines was cornered into providing over $600 million in refunds and reimbursement. Yes, the sum is eyebrow-raising, but so was their logistical collapse. They even paid a $35 million fine, showcasing just how expensive it can be to fall asleep at the wheel—figuratively speaking.

Consumer awareness has played a contentious role in these rising numbers. More travelers are now clued in about their rights and how to exercise them. Ignorance may no longer be bliss, but at least there's an option to file a formal complaint as bitter consolation.

Moving forward, the department's pledge to modernize its system is akin to promising a new roller coaster at a theme park plagued by mechanical issues. The thrill might be worth it, but only if it actually works. One can only hope a smoother ride is on the horizon for air travelers in the years to come.