Bad airline experience? Complaints largely fall on deaf ears says the Wall Street Journal
In his weekly Middle Seat column (subscription required), Wall Street Journal Columnist Scott McCartney describes how airlines are cutting back on staff to deal with complaints, and are becoming even more indifferent to flyers who aren’t big spenders.
To make problems worse, complaints about things like canceled flights and baggage problems are up 29% this year.
Some items of note:
* Based on DOT data, US Airways has the most complaints per passenger.
* Southwest Airlines has the fewest.
* On United Air Lines seats are reassigned by fare class and cheap ticket passengers are bumped first.
* UAL also responds differently to complaints based on customer loyalty and dollars spent.
Airline complaints can be sent directly to the DOT: airconsumer@dot.gov
or call 202-366-2220
{ 2 comments… read them below or add one }
On a LUFTHANSA
from: CHICAGO IL O’HARE INTL, TERMINAL 1
to: FRANKFURT DE INTL
I was unable to sit straight forward in my seat because I was seated against a wall and my seat would only recline a few inches the man
In front of me reclined his seat the entire amount through the entire flight. That put the top of his seat 6 inches from my face. My legs were too long so I had to put my feet and legs in the isle and rest my back on the right armrest the whole flight. The male steward refused to ask him to re adjust his seat and told me he had paid for his seat and could sit any way he wanted. He called me childish and verbally abused me for the entire 12 hours. I can’t help thinking if I had been male the whole thing would have been treated differently
Carole: I’m sorry that you had such a bad experience with Lufthansa, but I really can’t buy the “if I were a man, things would be different,” portion of the story.
It sounds like you bought a seat at the very back of the aircraft. It’s a terrible situation to be in, especially on a long flight, but it has nothing to do with your gender.
Next time, plan ahead by using SeatGuru to choose your seats way in advance and if necessary, use a knee defender.
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