Airline Passenger Complaints Show 30% Increase in One Year

Airline passengers are flying more but enjoying it less, according to the Department of Transportation, which received 30% more complaints and inquiries about airline service in 1986 than in the previous year.

Flight delays and cancellations “always get the biggest numbers,” said Robert Baker, director of consumer affairs for the agency. Baker said flight delays and cancellations made up more than 30% of passenger complaints.

Battered or lost baggage raised the ire of the second-largest group, with nearly 20% of complaints, while refund problems were third, accounting for more than 13% of the total complaints.

World Airways was, for the second and last time, the airline with the highest number of complaints. The Oakland-based airline ended its passenger service in September, though it continued its more profitable charter and aircraft maintenance operations.

For the second consecutive year, Aloha Airlines, which flies between the Hawaiian islands, received fewer complaints than any of the 26 other airlines whose passengers called the transportation agency.

The agency’s consumer affairs department ranks the airlines by the number of complaints per 100,000 passengers.

World Airways garnered by far the most complaints, with 15.56 complaints per 100,000 passengers. World, People Express, Pan American World Airways, New York Air and Trans World Airlines were the top five in complaint rates. Baker’s office received more than 16,600 complaints and inquiries in 1986, compared with 13,335 in 1985. Complaints alone amounted to 12,741 last year, compared with 11,142 in the previous year.