Not so friendly skies

Abu-Shalback Zid, Linda
May 2005
Marketing Management;May/Jun2005, Vol. 14 Issue 3, p6
This article focuses on a study by Dean Headley and Brent Bowen regarding complaints about airline service in 2004. Complaints about airline service rose 27% in 2004, while the growth in the total number of passengers was only 3.3%. Also in 2004, 4.83 bags were lost, stolen, or damaged for every 1,000 passengers. As for time performance, 78.3% of flights arrived on time in 2004, compared with 82% in 2003. According to Headley, more people are flying while carriers have cut work forces. Headley also said that the aviation system is being taxed, without improvements in the runways, airport slots, and air traffic control systems. The study also found that there was a small increase in the number of passengers bumped or denied boarding for space. And only four of the 14 major airlines rated in both 2003 and 2004 improved--AirTran, Atlantic Southeast, JetBlue, and United--according to the report.


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