Passengers Aren’t Happy With U.S. Airlines’ Customer Service This Year
Photo Credit: Spirit Air CEO Ben Baldanza (L) and a puppet chatting about the carrier's Bare Fare campaign earlier this year. Despite trying to be clear about its offerings and advertisements, its passengers are still complaining. Spirit Airlines
Skift Take
It's not all about price. Customer service and reputation matters a lot when airfares are comparable and passengers don't soon forget bad experiences.
From mistake fares to tarmac delays, passengers responded with everything but silence as customer service-related complaints against U.S. airlines rose 33% during the past year.
Overall complaints are up nearly 60% year-over-year for U.S. airlines, and customer service specific complaints, 1,770 to be exact, represent 11.3 percent of the nearly 12,000 complaints U.S. carriers received between January and September, according to data released this week from the U.S. Department of Transportation.
That's a 10% year-over-year increase in term
