Got a complaint about the travel industry? It’s got one about you, too

“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. Read more “Got a complaint about the travel industry? It’s got one about you, too”

In another frenetic month for complaints, American Airlines extends its losing streak

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.
Read more “In another frenetic month for complaints, American Airlines extends its losing streak”

You’ve never heard of these people, but they’ve changed the way you fly

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. Read more “You’ve never heard of these people, but they’ve changed the way you fly”

Complaints surge in December as 2016 wraps up on a high (or maybe low) note

The number of consumer complaints received by this site surged last month, with a total of 293 queries, our fourth-busiest month of 2016.
Read more “Complaints surge in December as 2016 wraps up on a high (or maybe low) note”

Complaints fade in November — but the usual suspects shine brightly

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.
Read more “Complaints fade in November — but the usual suspects shine brightly”