Last year, the number of complaints about airline service to the U.S. department of Transportation jumped almost 20%.

A total of 11,495 complaints were received by the D.O.T. with nearly a third involving flight problems such as flight delays and cancellations…

A troubling new reality for those flying is getting bumped from a flight where they already have a ticket. Last year, the number of denied boardings for oversold flights increased as airlines limited capacity and aggressively worked to increase their load factors.

“There are simply fewer free seats to place bumped passengers,” said Headley. “So you have a passenger saying, ‘Why me? Why am I the one person on this flight getting bumped when I bought a ticket like everyone else?'”