DOT reports gains and losses in flyer satisfaction
October 13, 2010, 04:00 pm
Those who work in the airline industry have become accustomed to hearing customer complaints. Recently released statistics from the U.S. Department of Transportation shows a decrease in problems related to mishandled baggage and pets, but an increase in complaints regarding service and treatment of disabled passengers.
According to the DOT, there were 3.5 reports of lost bags for every 1,000 passengers during the month of August 2010, down .29 from the previous month. There was only one incident reported that involved a pet in August of this year, marking a decline from the eight problems reported during July 2010.
Despite the progress made in some areas, customers reported a growing number of complaints in others. There were nearly 35 percent more complaints about airline service in August of this year, compared to the same month in 2009. Furthermore, there were 21 more complaints filed with the DOT concerning the treatment of disabled passengers in August of this year than there were during August of last year.
Some have asserted that the rise in complaints may be fueled by an easier ability to voice one's dissatisfaction. However, Scott McCartney wrote in a blog for the Wall Street Journal that airlines may be frustrating customers more because of a simple lack of customer service.
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