See? Someone is listening.

• The Department of Transportation received 8,797 complaints about airlines from consumers this year. That’s 32% more than last year.
• This sharp increase in complaints is strange, since airline performance doesn’t seem to have decreased since last year. Planes are taking off more or less on time and keeping customers in their seats. This year’s complaint levels are at about the same level as in 2008. Airline service improved in 2009, resulting in fewer complaints.
• The DOT explains that this year’s spike may be a side effect of an easier online complaint tool. Airlines blame bad weather. Customers blame the airlines. They say that when problems do arise, customer service is bad at best and hostile at worst.

Facts & Figures

• Delta was the target of the most DOT complaints this year.
• Complaints about airlines’ failure to provide alternate transportation have increased 82% this year.
• “Misinformation” complaints have jumped 70%.

Best Quote

“This was so egregiously outrageous.” – Patti Sachs, burned United Airlines customer