Airline passenger experience in the U.S. - statistics & facts
The coronavirus pandemic and the other problems created by the outbreak substantially impacted the experience of flying in the United States in recent years. The end of travel restrictions and reduced concern about contracting the coronavirus while flying meant that passenger numbers returned to a level closer to before the pandemic. With increased passenger numbers, travelers experienced more crowded airports and busier flights. This has resulted in numerous difficulties for airlines and airports, as they have been adversely affected by a significant staff shortage. Amidst the outbreak, there were severe staffing cuts in the aviation industry, and those who left did not return to the industry.
Some of the most important complaints filed by air passengers in the United States were related to cancellations and delays. In 2023, just under 1.4 million flights of major U.S. air carriers were late. Despite the slight increase in the on-time arrival performance of U.S. airlines in 2023 compared to the previous year, it remains below the performance of the pre-pandemic year. That year, Republic Airline was the most punctual airline among other regional airlines in the U.S., with almost 84 percent on-time performance.
Customer satisfaction remains mixed
Passenger satisfaction with the flight experience varied between airlines in 2024. While average satisfaction with airlines increased slightly from 76 percent in 2023 to 77 percent in 2024, individual airlines were able to increase their levels of passenger satisfaction. Ultra low-cost Spirit Airlines stood out as an example of positive development in 2023, increasing satisfaction by three percentage points to 67 percent. This was the highest level of satisfaction increase among major airlines across the U.S..Some of the most important complaints filed by air passengers in the United States were related to cancellations and delays. In 2023, just under 1.4 million flights of major U.S. air carriers were late. Despite the slight increase in the on-time arrival performance of U.S. airlines in 2023 compared to the previous year, it remains below the performance of the pre-pandemic year. That year, Republic Airline was the most punctual airline among other regional airlines in the U.S., with almost 84 percent on-time performance.
