Flying Keeps Getting Worse, but Americans Have Given Up on Complaining

PhotoXpress

According to the latest Airline Quality Ratings report, U.S. flights are running later and airlines are losing more luggage — but American fliers are filing fewer complaints with the Transportation Department.

Bloomberg Businessweek notes that the report, put together by industry researchers using operational data, found that flights across the industry were delayed about 4 percent more often in 2013 than in 2012, with the on-time rate falling from 81.8 percent in 2012 to 78.4 percent in 2013. American Eagle was the worst offender, with flights sticking to their schedules only 72.1 percent of the time. American Eagle also lost passenger bags more often than other airlines, mishandling the baggage of 5.9 customers out of every 1,000. That figure is slightly better than American Eagle's 2012 baggage-fail rate. Bloomberg Businessweek adds that Hawaiian Airlines had the best on-time performance, Southwest the lowest complaints, and Virgin Atlantic the fewest lost bags. 

According to report authors Dr. Brent D. Bowen Dr. Dean E. Headley, the ratings are based on a number service-quality metrics and weighted according to how much customers care about each one. The "on-time" metric is most heavily weighted, followed by "denied boardings" if a flight is overbooked and "mishandled baggage." Customer complaints to DoT run the gamut, including criticism of airlines' handling of refunds, disabilities, animals, oversales and more. 

And, according to the study, we've resigned ourselves to shoddy service from airlines. According to the Associated Press, customer complaints to the government fell by 15 percent last year, from 1.43 in 2012 to 1.13 per 100,000 passengers in 2013. Notably, the AQR doesn't take into account customer complaints to the airline itsel. 

Stay up-to-date with federal news alerts and analysis — Sign up for GovExec's email newsletters.
FROM OUR SPONSORS
JOIN THE DISCUSSION
Close [ x ] More from GovExec
 
 

Thank you for subscribing to newsletters from GovExec.com.
We think these reports might interest you:

  • Going Agile:Revolutionizing Federal Digital Services Delivery

    Here’s one indication that times have changed: Harriet Tubman is going to be the next face of the twenty dollar bill. Another sign of change? The way in which the federal government arrived at that decision.

    Download
  • Cyber Risk Report: Cybercrime Trends from 2016

    In our first half 2016 cyber trends report, SurfWatch Labs threat intelligence analysts noted one key theme – the interconnected nature of cybercrime – and the second half of the year saw organizations continuing to struggle with that reality. The number of potential cyber threats, the pool of already compromised information, and the ease of finding increasingly sophisticated cybercriminal tools continued to snowball throughout the year.

    Download
  • Featured Content from RSA Conference: Dissed by NIST

    Learn more about the latest draft of the U.S. National Institute of Standards and Technology guidance document on authentication and lifecycle management.

    Download
  • GBC Issue Brief: The Future of 9-1-1

    A Look Into the Next Generation of Emergency Services

    Download
  • GBC Survey Report: Securing the Perimeters

    A candid survey on cybersecurity in state and local governments

    Download
  • The New IP: Moving Government Agencies Toward the Network of The Future

    Federal IT managers are looking to modernize legacy network infrastructures that are taxed by growing demands from mobile devices, video, vast amounts of data, and more. This issue brief discusses the federal government network landscape, as well as market, financial force drivers for network modernization.

    Download
  • eBook: State & Local Cybersecurity

    CenturyLink is committed to helping state and local governments meet their cybersecurity challenges. Towards that end, CenturyLink commissioned a study from the Government Business Council that looked at the perceptions, attitudes and experiences of state and local leaders around the cybersecurity issue. The results were surprising in a number of ways. Learn more about their findings and the ways in which state and local governments can combat cybersecurity threats with this eBook.

    Download

When you download a report, your information may be shared with the underwriters of that document.