Travelocity poll: 63 percent of air travelers would avoid flying — if they could

With the busy holiday travel season about to begin, Travelocity has some unhappy news for airline passengers. In a poll that’s expected to be released early next week, the online agency reveals that nearly two-thirds of air travelers who have encountered rude service on a flight would “avoid using the airline altogether if they have a comparable choice elsewhere.” The study also identifies a deep divide between what passengers believe is an “excessive” amount of wait time on the tarmac versus what airline policies provide.

But before I get to the actual numbers, I need to say something about Travelocity. In an article published yesterday in the Miami Herald, I noted that its competitor, Orbitz, uses technology most effectively when compared with the other major online travel agencies. Well, I should have also said that Travelocity has the best surveys (who can forget the one on car rental taxes?). And this one is just another example of Travelocity’s terrific, pro-consumer polls.

So let’s get to the data …

Delay disconnect. When asked what they considered an “excessive” amount of time to be held up on the tarmac, 55 percent said they lose patience after 30 minutes. The vast majority — about 95 percent — have had it after waiting an hour. Travelocity notes that only a few airlines make any promise of compensation for grounded flights – and then only after several hours. That’s true, and I expect to see even more dissatisfied customers as load factors climb and the weather worsens.

Just show me the luggage. What’s the most frustrating aspect of air travel? It isn’t a trip interruption, rude passengers or airport employees. Some 40 percent of respondents said a lengthy wait for luggage really gets them steamed. I imagine it’s even worse when their luggage is lost, as more and more of it is these days.

One bad FA can ruin the day. The largest group of respondents said getting their preferred seat type was the most important factor in having an enjoyable flight. But one in 10 said a polite crew is also critical, while one in five said a “less than cordial” crew is the most bothersome aspect, even over annoying neighbors or a bad seat. In other words, having a good seat is important, and so is having a nice crew. And one rude flight attendant can ruin the whole trip.

Let’s call the whole thing off. The survey found 59 percent of airline personnel are “less attentive than they used to be.” No wonder 63 percent of those who experienced such service shortfalls said they would skip the flight if they could. This is actually a common sentiment among air travelers. They say they wouldn’t fly if they had another option. Of course, the airline industry and its apologists insist we have a choice when we fly, but if that were true, the word “hub fortress” wouldn’t exist, would it?

The Travelocity survey suggests passengers are more disgruntled than they’ve been in years — and perhaps ever — and that the airline industry has nowhere to go but up.

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.

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