DENVER (KDVR) — As the summer travel season begins, consumers are demanding better service from airlines.
The Colorado Public Interest Research Group’s “The Plane Truth” report analyzed 67,000 complaints, revealing delays, cancellations, mishandling of bags and overbooking were up in 2024.
“Kind of frustrating because you’re expecting to get to a certain place at a certain time,” one traveler told NewsNation affiliate KDVR.
Complaints against airlines increased by 9% in 2024, but the number of passengers only increased by 4%.
“Some of those airlines are actually pulling back some of their service, and so combine that with some of the air traffic control problems we’ve seen, and now more than ever is an important time to be prepared ahead of time,” said Danny Katz, the research group’s executive director .
The report names Frontier, United and Southwest airlines as some of the worst offenders.
United told KDVR the airline has invested $1 billion in efforts to improve the customer experience, including new routes and technology and added that the first four months of 2025 have been one of the airline’s best operational starts to any year, with United ranking first in on-time departures among the eight largest U.S. carriers.
Southwest Airlines told KDVR it has been recognized by J.D. Power as the best airline for economy class customer satisfaction.
Frontier Airlines is adding traveling and loyalty program incentives; offering upfront pricing; eliminating change and cancellation fees for economy, premium and business customers; and debuting first class seats in late 2025.
Katz advises anyone with complaints to report them to the airline first, then to consumer advocacy groups.
“People were having a really hard time getting refunds when their flight was canceled, and so policymakers acted, and now we have a legal right if your flight is canceled for any reason whatsoever, you’re entitled to a refund,” said Katz.
Customers should always check their airline’s policies before purchasing a ticket. Katz told KDVR that to avoid travel problems, buy directly from the airline and use a credit card for added protection. You can also check your flight’s on-time status on your airline’s website.
Avoid delays by choosing flights that are direct and depart early in the morning.