Airline Complaints Down in 2009 but Fees Up!
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This article was meant to be published without the Icelandic volcano disrupting the friendly skies. So, we'll see if complaints are up or down next year 
If you have flown in the last 12-18 months, you may have noticed that airlines have begun to charge for just about everything they possibly can. The last flight I had on Delta saw a charge of $25 per checked bag. Delta (and her competitors) used to only charge for over-sized bags and cargo such as golf clubs, bicycles, or really large trunk type cases. But now, it's every bag for most airlines. And they have begun to charge for pretty much any in flight meal or drink item, along with the little seat pillows and blankets. So, why were there less complaints in 2009 than in 2008?
According to a National Public Radio article, statisticians believe the lower complaint ratio (less than 1 complaint out of every 100,000 passengers) is due to just a few factors, and none are really due to cost of tickets.
In 2009, according to the article, airplanes actually arrived at their destinations on time! In fact a little over 79% of all flights arriving in the United States, arrived on time or before. If you are paying for a flight, you do tend to expect to arrive on time, so that would definitely make customers happier. But the happiest customers were probably the ones connecting to another flight, and actually catching the connecting flight on time. Even if costs go up when flying, an on time arrival and departure will definitely bring the complaint level down.
Airlines also lost less baggage in 2009 than they did in 2008. In fact, only 4 bags out of every 1,000 bags checked for flight were lost or damaged. Airlines haven't been able to get that low in, according to the article, 20 years (8 bags out of 1,000 in 2007 were recorded as the highest in that time period). This statistics is probably related to cost, though, as I mentioned at the beginning. If I'm being charged $25 per bag, I'm probably not going to carry as much luggage, so there's a smaller chance of my luggage being lost! So, less customers checking bags equals a less chance that the customer has something to complain about, unless they want to complain about the cost of checking.
Possibly related happiness of airline passenger in 2008 was the fact that around 70 million less people flew in 2009, than they did in 2008. 2008 was a tremendously bad time for airlines with bankruptcies occurring with many airlines, which caused a slow down in the amount of flights available. There were also several mergers in this time period, which also hampered flight schedules, and caused passengers headaches. So, with alll of the problems surrounding flying in 2007-2008, 70 million passengers decided not to fly. This might not have helped airline financials, but if you are on a plane with fewer people (more room to move around; more choice seat availability), then you are going to be a happier passenger and complain less.
As I mentioned above when discussing my own luggage checking, I only flew once in 2009, to Houston, Texas. It was a pretty nice flight aside from having no idea that there would be a $25 fee to check my luggage. However, once on the planes, I had no other people sitting with me on my side of the row, so I could stretch out a little more (I'm 6'4" so I need the extra room). I don't particularly care for airline food, and usually bring snacks along with me, so no complaints there!
As someone who flies just a few times per year, this is really great news! It says nothing much about the cost of an actual flight. It's more than likely that the cost of a flight did with 70 million less passengers. But if airlines are fixing the problems that cause unpleasant trips on their planes, then a little rise in cost is acceptable, I think. I hope it continues into 2010, as I do plan on doing a little bit of traveling later this year. I'll just have to make sure to carry a big backpack instead of a suiitcase!
What do you think about the study? Did you fly in 2009 and have a better or worse experience than before? If you've flown in 2010, what experience did you have? Let us know in the comments below!
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B. Daniels is the lead review expert with Find Cheap Bargains. B. was more than likely the person responsible for the hands-on review of every product on the site. He also spends time searching for sale bargains when not conducting and writing the reviews.
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