Those Who Pay the Least Have Most Complaints

Do you get what you pay for? If recent Department of Transportation figures of complaints against U.S. airlines are any indication, the answer could be yes.

In the most recent listing of passenger complaints to the federal agency, three discount airlines scored among the top four airlines as doing the worst job in satisfying their customers, in terms of the number of complaints received by the federal agency.

Those George Burns ads may be effective in getting folks to fly World Airways, but a lot of people out there want to know when was the last time that George flew the carrier.

World Airways led major U.S. airlines in at least one statistic: the most consumer complaints filed at the Department of Transportation.

According to the most recent government figures (for September and October, 1985), the airline received 7.8 complaints per 100,000 passengers in September. In October that figure zoomed to 29.6.

Complaints Categorized

In third place was Continental, followed by People Express.

The 14 complaint categories established by DOT include overbooking of flights, misleading advertising, refunds, lost or damaged baggage, customer service, no-smoking regulations, ticket refunds and flight delays.

The complaint statistics show airlines that have received five or more complaint letters at DOT in any one month.

Biggest problem area in the complaint letters? Flight problems (mostly flight cancellations or delays), followed by baggage problems. Fewest complaints against airlines were in the area of air tours sponsored by airlines.

Second place in the complaints contest went to Pan American (3.7 complaints per 100,000 passengers), and last place (fewest complaints) went to Hawaii-based Aloha Airlines.

Long Flights Strain Carriers

Perhaps one reason airlines such as Aloha scored so well is that, because of their schedules and length of their flights, passengers literally don’t have the time to complain. Or, because the Aloha flights only hop between the islands of Hawaii and flights last less than an hour, passengers don’t board Aloha planes expecting anything more than a safe takeoff and landing.

Long international flights can expose an airline such as Pan Am to the possibility of more complaints. After all, more things can go wrong--flight delays, weather, deteriorating cabin staff attitude.

TWA only registered 3.02 complaints per 100,000 passengers, down from previous complaint reports. United, on the other hand, registered 3.48 complaints per 100,000 passengers, a slight increase.

Most airlines, like TWA, claim they take their passengers’ complaints seriously.

Computer System Used

“We track the letters and calls that we get very carefully,” says Bahir Browsh, TWA’s director of marketing, planning and support.

TWA keeps a close watch on its complaint letters, putting most of them into a computer that prompts the specific offending department to follow through with the complaining passenger.

“We want to identify problems and correct them,” Browsh says. “We may not be able to satisfy every individual complaint, but if we can isolate a problem area or department in our operation, then we can correct it.”

Republic has maintained a low complaint figure; the airline boasts one of the smallest passenger complaint ratios of all major U.S. airlines, less than one complaint per 100,000 passengers in 1985. Republic also had 47% fewer complaints in 1984 than in 1983.

Airlines May Handle Them

“Remember,” says Republic spokesman Red Tyler, “that these federal figures essentially record the complaints that airlines weren’t able to satisfy directly.

“What this can often mean is that the airline with the fewest complaints filed at the Department of Transportation is the airline that is reasonable and timely in handling the complaint when it first gets it from a passenger.”

DOT is quick to agree.

“These complaint figures may not be an accurate reflection of all complaints in the airline industry,” says DOT spokesman Wallace Stefany.

“Carriers are not required to report the number of complaints they get directly to us. We are only reporting the complaints sent to us directly by the passengers who felt their complaints weren’t properly handled by the airlines.”

If You Have a Complaint

“There certainly is an incentive to get a complaint handled quickly,” says Republic’s Tyler. “We try to handle the complaint before it gets out of hand and manage it to a satisfactory conclusion.”

Republic was just bought by Northwest, which has a worse complaint percentage (1.87 complaints per 100,000 passengers).

What happens if something goes wrong on one of your flights? First, seek out a supervisor. Airlines tend to limit the authority of flight attendants and counter agents. More often than not, only a supervisor can correct a problem immediately.

Get names of the airline representatives with whom you have contact. Record the date of the incident, the flight number and other pertinent information. And, if necessary, get the names of any other passengers who had similar problems or who may have been witnesses to the incident involving you.

Write to Headquarters

Write directly to the offending airline’s head of customer relations. Letters addressed to individual airline officials at specific airports or sales offices will only be rerouted to the airline headquarters. However, you should send copies of your letters to everyone mentioned in your complaint letter.

And although the airlines don’t encourage this (it obviously hurts their complaint statistics), don’t just write to the airline. Always send a copy of your letter to Office of Community and Consumer Affairs, U.S. Department of Transportation, 400 7th Street S.W., Room 10405, Washington, D.C. 20590.

You can also complain by phone. Specific complaints involving flight safety can be phoned to a special DOT hot line, (800) 255-1111. Consumer complaints involving items such as overbooked flights, baggage, misleading advertising, refunds, etc., can be made by calling (202) 755-2220. But it’s still better to write.

But before you do anything, know your rights and responsibilities as an airline passenger.

DOT Booklet Available

The Department of Transportation has published a booklet called “Fly Rights.” It’s available, at $1 per copy, from Department 165-P, Consumer Information Center, Pueblo, Colo. 81009. Enclose a check or money order payable to the Superintendent of Documents.

The booklet is airline ticket-size (take it with you when you fly) and an excellent primer, although it is by no means the most complete book of rules and regulations.

The booklet won’t solve any problems, but it will let you know whether you have something to complain about.