Jessica Buczkowski saw a really good price online for a popular insulated cup that she wanted. She didn’t ask herself why the price was so much lower than everyone else’s. If she had, perhaps this story would not have been necessary.
“I’m weary of those entitled passengers who are continuously whining and complaining,” says Lisa Thomas, a veteran flight attendant based in Denver. “I feel like telling them, ‘Take some responsibility for your choices.’ ”
Thomas’s comments, made to me after a recent column about the rise of fees in the travel industry, triggered a fascinating debate. Many travelers say that they think fees are out of control, particularly in the airline business. The top 10 airlines collected more than $28 billion in revenue from extra fees and services last year, up from about $2 billion a decade ago, according to a recent study by the consulting firm IdeaWorks.
At the same time, many in the industry say that they think people are getting exactly what they paid for: a quality product at a ridiculously low price. Industry employees like Thomas suggest that travelers have become spoiled.
October was another wild month for reader complaints, with the number of grievances jumping an impressive 27 percent from a year ago and coming just a few cases short of tying an all-time record.
Their advocacy results in big, embarrassing airline fines. They’ve helped create federal agencies that make air travel safer. And they’ve brought competition and transparency to the skies.
The number of consumer complaints received by this site surged last month, with a total of 293 queries, our fourth-busiest
The number of consumer complaints reported to this site fell to 259 cases in November, a 19 percent drop from the previous month and a new low for the year. You’d think that would be good news for the serial offenders that normally top our lists. It wasn’t.
Wow. Test. You.
Like many travelers, Roger Anstey isn’t happy with his recent experience with American Airlines. He made that extremely clear in
Want proof that the summer travel season is over? Have a look at our latest consumer complaint report card, which shows the number of grievances received through this site slid to 286 for the month, down from a record 340 cases in August.
American Airlines kept a tight grip on its title of most complained-about company last month, widening its lead for 2016, according to our latest tally of complaints.
No question about it, airlines have some of the most restrictive rules in American business. In the travel industry, nothing compares to the fine print in an airfare.
The world’s largest airline is also the world’s most complained-about company, according to the latest tabulation of consumer complaints from this site. Of 821 cases received by Elliott.org in the first quarter of 2016, roughly 7 percent came from consumers’ interactions with American Airlines, giving it a commanding lead.
Can you guess which company gets the most complaints on this site?
Kendra Thornton is an unlikely candidate for government aid, but when Frontier Airlines recently denied her a seat on a flight from Chicago to Denver, that’s exactly what she got.
Timing is everything when you have a travel complaint.
The number of airline service complaints rose 17.9 percent in 2014 to 15,532, up from 13,176 a year before, according
For the 12th year in a row, ID theft is the number-one complaint to the Federal Trade Commission, the agency announced last week.
We’re living in an era of “the customer is never right” and infinite phone trees and impersonal form denials by e-mail. Hundreds of thousands of grievances are lodged against American corporations every day. Some of them are successful; many aren’t.
By now, my friends, you must know that these “in” box polls have a certain randomness and statistical irrelevance to them.
Expedia. That’s according to a survey of my authoritative email “in” box, which contains seven years of complaint data from travelers. Coming in second? Travelocity, followed by Orbitz.
What kind of a complainer are you?
When the nation’s third-largest airline stops taking complaints by phone, what does that mean? Yesterday’s news that United Airlines would shutter an Indian call center that took compliments or complaints after a flight, telling customers to send a letter or e-mail instead, has a lot of air travelers scratching their heads. I count myself among them.
The number of travel and timeshare complaints filed with the Federal Trade Commission nearly doubled last year, jumping from 6,712 cases to 14,903 cases. As a whole, the travel category rose from 12th to 9th place, accounting for roughly 2 percent of all consumer grievances received by the federal agency.
You don’t have to be a travel expert to know that 2007 was a bad year for airline service. But just how bad wasn’t clear until this morning. That’s when the government released its official numbers for domestic airlines, showing that in almost every major category, airline service is circling the drain.