Consumers grapple with high airline costs, customer service errors
Airline travelers planning summer vacations are facing higher fares, higher baggage fees and fewer budget options as carriers deal with rising jet fuel costs tied to the war in Iran.
The aviation industry had appeared to regain its footing after the pandemic, last year’s government shutdown and TSA understaffing. Nearly 6 million passengers used Indianapolis International Airport in 2025, almost 100,000 more than the year before.
Teresa Murray, consumer watchdog director for the Public Interest Research Group Education Fund, said passengers should expect to pay more.
“Airlines across the board have raised their prices for checked bags $10 to $15 higher per bag than a year ago,” Murray pointed out. “The fares are rising. Airlines are trying to make up for the higher cost of jet fuel. Their costs go up, they want to spread it around so they're not eating all of the increase in jet fuel.”
Some airlines are also reducing flight destinations to cut costs.
Murray explained being a happy traveler is a “participation sport” and passengers need to do their part to have a good experience.
Consumers are also seeing another industry shift: fewer budget-friendly carriers. Spirit Airlines shut down last month after 34 years, removing almost two dozen flights per week from Indianapolis International Airport and other cities.
The “big three” carriers — American, Delta and United Airlines — are courting consumers for bookings. Murray stressed vacationers should prepare in advance for the unexpected.
“Know what's going on, know if they're flying a different airline this year than they've flown in the past, or even if they're flying the same airline that they've always flown, because a lot of the rules have changed and people need to plan ahead,” Murray recommended.
Murray added travelers can improve their experience by monitoring notifications on a flight app a couple of days before their trip and arriving at the airport well ahead of their flight. She advised passengers to be active participants and know their rights.
