In 2023, the US Department of Transportation received nearly 97,000 consumer complaints about airlines, a significant increase from the year before. This surge in complaints occurred despite fewer flight cancellations but persistent high delays. Most complaints involved US airlines, with an increase in grievances regarding treatment of passengers with disabilities and discrimination based on race or national origin. The rise in complaints may be attributed to increased consumer awareness of their rights and ability to file complaints. The Department helped Southwest Airlines customers receive over $600 million in refunds and reimbursements after a massive wave of flight cancellations in December 2022. However, airlines likely receive even more complaints that go unreported. The Department is working to improve its oversight of the industry by modernizing its complaint system, although complaint numbers are issued with significant delay.