The number of complaints about airlines appears to be in freefall — this morning’s report card (PDF) issued by the Transportation Department says 575 people griped about air travel in June, compared with 848 a year ago — but it may only be a few weeks before they resume their climb.
The reason? A new wave of surcharges and, perhaps more importantly, a new way of looking at airline service.
But let’s spend a few minutes talking about the June results. It was another blowout by the failing legacy carriers, with United Airlines, US Airways and Delta Airlines leading the pack. Each carrier earned roughly a hundred complaints for the month (that’s just over one and a half complaints per 100,000 passengers enplanements).
The May results were similar — same losers, same declining numbers.
What’s going on here? And why are the number of complaints about to climb again?
Well, any customer service insider will tell you that airlines lobby the DOT to remove or discount the number of complaints they receive from customers. Among the strategies: Persuading government officials that the complaint isn’t legitimate or pushing to have the complaint “reassigned” to one of its regional carriers.
Also, bear in mind that last summer was one of the worst ever for airline delays, cancellations and a low point for customer service. Comparing this year’s numbers to 2007 can lead a casual observer to the conclusion that customer service is terrific. It isn’t.
Just wait. I’ve been hearing from passengers who say that with the latest fees for everything from luggage to drinks, they intend to hold airlines to higher standards. And if they don’t, they plan to complain.
Kirk Haws is one of them.
If the airline doesn’t provide that service after you have paid for it, you have every right, it would seem, to demand compensation.
US airlines deserve every bit of pain that they get for their willingness to make the terms of competition the price of jet fuel, which every airline in the world pays for. They have forgotten about competition and how to compete.
I hope the traveling public in the US will just stand up and pound on these airlines until they understand that they have to provide something for the money we spend to be abused by them.
I refuse to accept it any longer, but will do so nicely.
His is a common sentiment. Airlines used to include luggage, food and drinks in the price of a ticket. Now that they’ve “unbundled” it, and asked their customers to pay extra for it, don’t we have more of a license to complain?
I interpret “nicely” as writing a letter to the airline and copying the Transportation Department as opposed to oh, I don’t know, rioting.
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It was be nice if the airlines would tell the truth about things. My sister and I spent a week in NY. We flew out together, but couldn’t get the same return flight. Our flights were from 2 different airports, same airline, and supposed to be taking off within 5 minutes of each other, arriving within 5 minutes of each other. Due to ‘weather’ my sisters flight was delayed from taking off for over 1/2 hour. My flight got off early( 1st time that I haven’t been delayed an hour in or out of NY) and arrived 20 minutes early. There was no ‘weather’ in either city to delay either flight. Shouldn’t the airlines compensate us for their delays?
Airlines will reveal the truth if there is preassure on them, and its not only the airlines, when you rent a car you have the same hidden costs issues, and lost luggage is a whole opera. Thats why we created http://www.Menogo.com because we feel that if we all complain in a centralized site the airlines alike all other travel suppliers will officially response too – public will have the power in their hands.
Reem – http://www.menogo.com
perhaps the number of complaints is down simply because the number of us flying is down. we should look at the percentages instead.
Great article! Very interesting.
Delta is the worst in Customer Service! Never ever will I fly with them! Please do not plan a flight with them, They lost one of our bags over 4 days ago, can’t find it and they have no record of it leaving JFK, every time I call I get someone In Indina who I cant understand!