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Airline complaints up 77 percent

June 4, 2007

Buried in the latest government figures about the airline industry is one number that is bound to fill every air traveler with dread: Complaints are up an eye-popping 77 percent from a year ago.

The Bureau of Transportation Statistics disclosed that sobering fact in a news release this morning. Buried it, actually. You have to scroll halfway down to see it.

“In April, the Department received 1,246 complaints from consumers about airline service, up 76.7 percent from the 705 complaints received in April 2006,” it says. “But 4.9 percent fewer than the 1,310 filed in March 2007.”

Ah, March. Remember all of those weather delays? Hardly a fair comparison.

Here’s the full report.

Have a look. Go on. It shows just how far the airline industry has fallen, in terms of customer service.

Among the worst performers: US Airways is the hands-down winner — or should I say loser? — with 245 complaints, or 4.82 complaints per 100,000 enplanements.

Just to put that into perspective: one of every four complaints about a specific airline in April was about US Airways. (There were 955 of those, according to the government.)

Other airlines of note included United Airlines (2.59 complaints per 100k) and Delta Air Lines (2.09 complaints per 100k).

You don’t need me to tell you that it’s going to be a long, hot summer for air travel. You don’t need the government to tell you, either.

But you can’t say you haven’t been warned.

Christopher Elliott is the author of Scammed: How to Save Your Money and Find Better Service in a World of Schemes, Swindles, and Shady Deals. Critics have called it “eye-opening” and “inspiring” — it’ll “grab your attention and won’t let go.” Order your copy now on Amazon, Barnes & Noble or iTunes.

4 comments

  • steve arsenault

    While I agree that there is plenty to complain about, there still are some bright spots — thankfully there are still some very good people left in the industry.

    ironically, April of this year was the first time in 20 years of flying that i have been inspired to write a commendation letter to an airline — and it was to US about an exemplary employee in LAS. Yes, there are still some out there!!!

  • ianmack

    doesn’t surprise me at all. i recently flew through dallas to costa rica, and all four flights had significant delays. (granted, the second two were storm related) but how often does that happen?

  • bberg009

    This is unfortunately the norm, not expection. Here is a “fun” experience with the so-called alliance between American Airlines and Qantas and how they defraud customers:

    After spending almost $10,000 on plane tickets to Austalia for our family vacation, Quantas refused to give a single frequent flier mile to our American Airline accounts (they are one-world alliance partners).

    However, after the travel is completed, Quantas instructs American Airlines, that the flights does not “qualify for frequent flier milage”. No such stipulations were made when we booked the tickets, after confirmation, nor is it printed on our intiniary, tickets, boarding passes,emailed confirmations or receipts.

    Only after travel is completed and paid for do they refuse credits. Quantas, also does not respond to emails nor direct contacts.

    DETAILS:
    We bought the tickets (5 of them) on Qantas web site (not American Airlines) and paid Qantas. The ariline never told us that miles was not awarded during the search, booking process nor the payment process. When we added our frequent flier miles numbers nothing was told, when the flight was rebooked by the airline, nor when we flew, they never provided any information in any confirmation, ticket, boarding pass or receipt.

    It was only after the flight was completed that they refused any credits.. We paid almost $1,800 per ticket and was basically defrauded. Here is what Qantas sent us as confirmation when we booked on-line at their web site (see if you can find any reference to no ff miles beside the ‘N’ class which they later told us meant we got nothing)..

    INITINARY 12JUN IAD LAX
    ——————————————————————————–
    QANTAS ITINERARY ABN 16 009 661 901
    QANTAS AIRWAYS CONTACT CENTRE USA 14JANUARY07
    2801 E. ELVIRA BUILDING B
    TUCSON AZ 85706 PH 1 800 227 4500
    BOOKING REF: Z65AWB
    YOUR ITINERARY AND TRAVEL DETAILS:

    QANTAS AIRWAYS QF3082 ECONOMY CLASS (N) CONFIRMED
    DEPART 12JUN07 WASHINGTON/DULLES INTL 1745
    ARRIVE 12JUN07 LOS ANGELES/INTL 2020
    OPERATED BY AA AMERICAN AIRLINES
    ARRIVES AT TERMINAL 4 5:35 DURATION
    AIRCRAFT : BOEING 757-200/300 NON SMOKING
    SEATS (SUBJECT TO CHANGE) : 15A 15B 15C 15D 15E
    —————————————————————-
    QANTAS AIRWAYS QF12 ECONOMY CLASS (N) CONFIRMED
    DEPART 12JUN07 LOS ANGELES/INTL 2230
    ARRIVE 14JUN07 SYDNEY/KINGSFORDSMITH 0605
    DEPARTS FROM TERMINAL 4
    ARRIVES AT TERMINAL 1 14:35 DURATION
    AIRCRAFT : BOEING 747-400 NON SMOKING
    SEATS (SUBJECT TO CHANGE) : 52H 52J 52K 53J 53K
    —————————————————————-
    QANTAS AIRWAYS QF11 ECONOMY CLASS (N) CONFIRMED
    DEPART 08AUG07 SYDNEY/KINGSFORDSMITH 1325
    ARRIVE 08AUG07 LOS ANGELES/INTL 0945
    DEPARTS FROM TERMINAL 1
    ARRIVES AT TERMINAL 4 13:20 DURATION
    AIRCRAFT : BOEING 747-400 NON SMOKING
    —————————————————————-
    QANTAS AIRWAYS QF3003 ECONOMY CLASS (N) CONFIRMED
    DEPART 08AUG07 LOS ANGELES/INTL 1415
    ARRIVE 08AUG07 WASHINGTON/DULLES INTL 2200
    OPERATED BY AA AMERICAN AIRLINES
    DEPARTS FROM TERMINAL 4
    4:45 DURATION
    AIRCRAFT : BOEING 737-800 NON SMOKING

  • http://www.sue-the-airline.com airline complaint

    there is nothing surprising about this at all. in fact, does anyone recall seeing any positive news on complaints? this will only continue as employee morale takes a hit due to the tough times. there will be more consolidation coming up, and as often is the case airline companies will unintentionally forget the emphasis on customer service. someone go learn from southwest!

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