Cruise Industry Faces Security Challenge as Travelers Report Thousands in Losses from Travel Document Hoaxes, Payment Scams, and Booking Data Exploits

Passenger frustrations with US airlines hit a new peak in 2024, setting a troubling record for the highest number of consumer complaints filed in a single year. At the center of the storm is Frontier Airlines, which once again emerged as the most criticized major carrier—a title it has held for three consecutive years, highlighting persistent service issues plaguing the budget airline sector.

Complaint Figures Hit an All-Time High

Airline passengers across the United States filed 66,700 official complaints in 2024, a sharp 8.9 percent increase from the 61,233 complaints logged in 2023. This continues an upward trajectory, with complaints rising steadily from 47,591 in 2022. The trend underscores deep-seated concerns in the air travel experience, ranging from disrupted itineraries to refund delays and mishandled baggage.

The Colorado Public Interest Research Group (CoPIRG), which compiled the figures, noted that this marks the fourth time in five years that complaint volumes have broken previous records—an alarming pattern suggesting chronic challenges across the aviation industry.

Frontier Ranks Worst for Customer Satisfaction

Out of the ten largest US airlines, Denver-headquartered Frontier Airlines reported the highest complaint rate, with 23.3 complaints per 100,000 passengers. This number places Frontier well ahead of its closest competitor, Spirit Airlines, which had 12.8 complaints per 100,000 travelers. JetBlue Airways came in third, with 10.4 complaints per 100,000.

The US Department of Transportation calculates complaint ratios based on the number of passengers carried to provide a fair comparison across carriers. In this ranking, Frontier’s performance indicates a significant shortfall in customer service relative to other airlines.

At the opposite end of the spectrum, Southwest Airlines reported the lowest complaint rate, with just 1.5 per 100,000 passengers. Following closely were Alaska Airlines at 2.6 and Hawaiian Airlines at 3.8, demonstrating stronger reputations for reliability and customer satisfaction.

Core Issues Behind the Complaints

Though the 2024 report didn’t offer a granular breakdown of complaint categories, previous data suggests that refund problems, flight cancellations, delays, and baggage mishandling continue to account for the majority of passenger grievances.

The Department of Transportation recommends that passengers first attempt to resolve disputes directly with the airline before escalating the matter to federal authorities. However, the high volume of official complaints shows that many customers remain unsatisfied with direct resolutions—or fail to receive them entirely.

Frontier, in particular, continues to be a lightning rod for online criticism. Numerous digital platforms, consumer forums, and social media pages are filled with accounts from disgruntled travelers reporting issues such as:

• Unexpected charges on bookings or canceled services
• Flight disruptions with poor rebooking options
• Delayed customer support responses
• Substandard in-flight conditions
• Communication lapses during operational irregularities

These recurring issues have led to increasing public backlash, affecting the airline’s reputation despite its low-cost appeal.

National Punctuality Takes a Hit

The report also revealed that US airlines collectively struggled with punctuality in 2024. The on-time arrival rate for commercial flights fell to 77.9 percent, slightly lower than the 78.2 percent recorded in 2023. While the difference may seem minimal, it impacted hundreds of thousands of flights and millions of passengers.

Of the nearly 7.5 million flights scheduled by the country’s top airlines and their partners, about 1.7 million were either delayed or canceled—creating logistical chaos and widespread passenger dissatisfaction.

This places 2024 as the second-worst year for on-time performance in the last decade, only outpaced by 2022’s 76.6 percent rate. That year’s performance was largely blamed on staffing shortages and the post-pandemic recovery period, yet the recent slip shows that problems remain unresolved.

Structural Weaknesses Exposed

The continued decline in performance and surge in complaints can be attributed to a combination of factors, including:

• Labor constraints, especially in maintenance and air traffic control
• Overburdened airport infrastructure unable to scale with passenger demand
• Cost-cutting measures by ultra-low-cost carriers that impact service quality
• Inefficient communication channels during disruptions

While some full-service airlines have maintained stronger standards, others—particularly low-cost operators—have drawn heavy criticism for prioritizing cost savings over reliability.

What Travelers Should Keep in Mind

As consumer dissatisfaction climbs, airline selection becomes more important than ever. Travelers are encouraged to:

• Compare airlines based on complaint ratios and service records
• Read up-to-date customer reviews
• Understand fare rules, especially for budget airlines
• Prioritize airlines with proven track records for handling disruptions

Though budget carriers may offer attractive prices, the trade-offs in terms of comfort, reliability, and customer support are becoming harder for travelers to ignore.

Can the Industry Course-Correct?

With the number of air travelers rising again to pre-pandemic levels, airlines are under growing pressure to deliver smoother experiences. Regulatory bodies are also monitoring the sector more closely, demanding better transparency and accountability.

Whether 2025 will see an improvement remains uncertain. However, if current trends continue, airlines that fail to address service gaps—especially repeat offenders like Frontier—may face further erosion of public trust.

In a fiercely competitive industry, offering low fares is no longer enough. Passengers now expect consistency, clarity, and care—something many believe is still missing from their travel experience.