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Topic: Delta Has Highest Passenger Complaint Rate For May
Username: Jumbojet
Posted 2008-07-07 12:33:01 and read 7553 times.

I'm a big fan of Delta but this cant be good. I thought Delta was improving there baggage problems?

According to the U.S. Bureau of Transportation Statistics, Atlanta-based Delta's 2.14 complaints per 100,000 passengers boarding planes put it at the bottom of the ranking at No. 19 for the month. Most of the complaints against Delta were about baggage or flight problems.

Full article here

http://www.ajc.com/services/content/...te.html?cxtype=rss&cxsvc=7&cxcat=6

Topic: RE: Delta Has Highest Passenger Complaint Rate For May
Username: Acey559
Posted 2008-07-07 12:54:11 and read 7485 times.

I hope DL can get everything in order and reverse this. I know they are working hard to minimize delays and customer complaints, but I guess there is more to be done. On a side note, I was happy to see that EV was number one. Since I started working for OH three summers ago, EV has made a huge turnaround in on-time performance and customer satisfaction, so OO is obviously doing them some good. I wish OH were a little higher on the list, but my main concern is DL, but I have faith that they will improve those numbers in the coming months.

Topic: RE: Delta Has Highest Passenger Complaint Rate For May
Username: SESGDL
Posted 2008-07-07 14:18:33 and read 7318 times.

Strange because of the majors DL has the highest on-time ranking and has improved baggage handling considerably, with the number of lost of misplaced bags dropping over 50%. What could the problem have been?

Jeremy

Topic: RE: Delta Has Highest Passenger Complaint Rate For May
Username: AS777
Posted 2008-07-07 14:29:48 and read 7265 times.



Quoting SESGDL (Reply 2):

People are complaining because there is nothing to complain about. True and simple.
 biggrin 

How dare an airline actually depart on time AND have my bags at the proper destination and time. What's this world coming too?



 banghead 

Topic: RE: Delta Has Highest Passenger Complaint Rate For May
Username: Jetlanta
Posted 2008-07-07 14:37:51 and read 7248 times.



Quoting SESGDL (Reply 2):
Strange because of the majors DL has the highest on-time ranking and has improved baggage handling considerably, with the number of lost of misplaced bags dropping over 50%. What could the problem have been?

There is absolutely nothing scientific about this data. Don't try to make sense of it.

Topic: RE: Delta Has Highest Passenger Complaint Rate For May
Username: Jblake1
Posted 2008-07-07 14:47:20 and read 7219 times.

Funny they want to drop Pinnacle for on-time performance issues and Pinnacle was number #1 in on-time performance among mainland airlines. It will be interesting to see how this plays out as the summer progresses.

Topic: RE: Delta Has Highest Passenger Complaint Rate For May
Username: Drerx7
Posted 2008-07-07 14:54:18 and read 7178 times.

Of the 6 times that I have had bags mishandled...I was on Delta 5 of them, Northwest was the other. I am flying my first Delta flight on Saturday in 2 years since I left them for poor service; hopefully they are much better than I remember. I guarantee I won't be checking in any luggage of importance.

Topic: RE: Delta Has Highest Passenger Complaint Rate For May
Username: LAXdude1023
Posted 2008-07-07 15:00:14 and read 7143 times.



Quoting Jetlanta (Reply 4):
There is absolutely nothing scientific about this data. Don't try to make sense of it.

Well, there is to a point, however the numbers vary so much among the airlines that I wouldnt pay attention to it if I were DL. Sometimes DL has the highest number, sometimes UA, AA, US, etc. do. Its not that big of a deal if DL has it one month. It will probably be another airline next month.

Topic: RE: Delta Has Highest Passenger Complaint Rate For May
Username: Kohflot
Posted 2008-07-07 15:20:33 and read 7072 times.

Do you think there's an organization that sends out emails like this?

-------

Delta Fanboy Update
7/7/08

Dear Delta Fanboy,

You may have heard the recent news that Delta ranked 19th in passenger complaints for the month of May. This news may cause some in the airliners.net community to make ridiculous emotion-based statements that don't reflect the true glory of your favorite airline.

The following is a list of "talking points" you can use to reframe the argument for our misguided friends:

1) Delta is creating this country's only truly global carrier.

2) Delta isn't ASA.

3) Delta's switch to more international flying should reduce the number of complaints, as the number of passengers that can't complain in English increases.

4) Aliens. Enough said.

5) Let's talk in May 2010 when Delta's LAX megahub is in full-force.

Thank you for your continued fanboy-ness.

Sincerely,

Chief Fanboy

------

Sorry, couldn't help it. No offense intended and I clearly don't speak for Delta or any other airline.. just thought I'd try to inject a little humor into some of the silliness around here.

Topic: RE: Delta Has Highest Passenger Complaint Rate For May
Username: MSYtristar
Posted 2008-07-07 15:29:57 and read 7032 times.

Don't
Expect
Luggage
To
Arrive

Topic: RE: Delta Has Highest Passenger Complaint Rate For May
Username: Syncmaster
Posted 2008-07-07 15:35:24 and read 7002 times.

Quoting Jumbojet (Thread starter):
2.14 complaints per 100,000 passengers

How dare 2.14 passengers out of every 100,000 complain. What about the other 99,997.86?

-Charlie

[Edited 2008-07-07 15:37:50]

Topic: RE: Delta Has Highest Passenger Complaint Rate For May
Username: Syncmaster
Posted 2008-07-07 15:41:35 and read 6983 times.



Quoting Jblake1 (Reply 5):
Funny they want to drop Pinnacle for on-time performance issues and Pinnacle was number #1 in on-time performance among mainland airlines. It will be interesting to see how this plays out as the summer progresses.

The vast majority of Pinnacle flights are for Northwest. Using this number to base Delta's decision on would be in error.

Topic: RE: Delta Has Highest Passenger Complaint Rate For May
Username: Rwy04LGA
Posted 2008-07-07 15:49:05 and read 6954 times.

I was working the bag room and was watching a MD88 pushback from the gate. Just then a bag for that flight slid down the chute. I was new at the time and asked 'If the pax has to check in at least 30 mins before departure, how is it possible that this bag just came down now?' He replied 'The TSA checks the bags as they get them. Carts are used to move the bags from the collection point (just after ticketing) to the respective X-ray machines. If this bag was the first to be loaded onto the cart, it will be the last to be inspected, and hence, the last to be sent down to the bag room.'

So, in this case, the problem is not the airline (any airline), but TSA. Unfortunately, the airlines get blamed for the delay and have to pay for the bag to reunite with the passenger at the destination.

Topic: RE: Delta Has Highest Passenger Complaint Rate For May
Username: MSYtristar
Posted 2008-07-07 16:02:30 and read 6916 times.



Quoting Rwy04LGA (Reply 12):

So, in this case, the problem is not the airline (any airline), but TSA.

At the airlines that I worked for, someone always walked over to the screening machine at the check in cutoff time to make sure the last bag has gone down the belt. Granted this may not be possible at every airport depending on the location of the machines, but it is an option to help curtail things like that from happening.

Topic: RE: Delta Has Highest Passenger Complaint Rate For May
Username: RL757PVD
Posted 2008-07-07 16:05:56 and read 6908 times.

Im rather surprised, I flew DL the most in one month for the past 6 years ( 4 round trips between 5/2 and 5/19 BOS MEM LAX and MOB all form ATL) every flight was on time except for MOB-ATL which was 1 hr late due to a nasty thunderstorm. Service has been pretty consistent in terms of snacks and beverages. The only thing is that I didn't check a bag any of those flights.

Topic: RE: Delta Has Highest Passenger Complaint Rate For May
Username: Superfly
Posted 2008-07-07 16:29:06 and read 6860 times.

I wonder if that angry 1st. class passenger in Georgetown, Guyana filed a complaint. Afterall, they did let coach passengers off before he got off.  Wink

Topic: RE: Delta Has Highest Passenger Complaint Rate For May
Username: Steeler83
Posted 2008-07-07 18:12:57 and read 6721 times.

Wow... someone NOT UA or US?? That's a shock!  Smile

Topic: RE: Delta Has Highest Passenger Complaint Rate For May
Username: PlanesNTrains
Posted 2008-07-07 18:41:10 and read 6656 times.



Quoting Kohflot (Reply 8):
Do you think there's an organization that sends out emails like this?

-------

Delta Fanboy Update
7/7/08

Dear Delta Fanboy,

You may have heard the recent news that Delta ranked 19th in passenger complaints for the month of May. This news may cause some in the airliners.net community to make ridiculous emotion-based statements that don't reflect the true glory of your favorite airline.

The following is a list of "talking points" you can use to reframe the argument for our misguided friends:

1) Delta is creating this country's only truly global carrier.

2) Delta isn't ASA.

3) Delta's switch to more international flying should reduce the number of complaints, as the number of passengers that can't complain in English increases.

4) Aliens. Enough said.

5) Let's talk in May 2010 when Delta's LAX megahub is in full-force.

Thank you for your continued fanboy-ness.

Sincerely,

Chief Fanboy

------

Sorry, couldn't help it. No offense intended and I clearly don't speak for Delta or any other airline.. just thought I'd try to inject a little humor into some of the silliness around here.

That was definitely needed!  Smile Very humorous.

-Dave

Topic: RE: Delta Has Highest Passenger Complaint Rate For May
Username: Lono
Posted 2008-07-07 19:07:36 and read 6599 times.



Quoting Kohflot (Reply 8):
Sorry, couldn't help it. No offense intended and I clearly don't speak for Delta or any other airline.. just thought I'd try to inject a little humor into some of the silliness around here.

Oh man!!!! excellent!!!

Quoting Kohflot (Reply 8):
Do you think there's an organization that sends out emails like this?

-------

Delta Fanboy Update
7/7/08

Dear Delta Fanboy,

My sides hurt... again excellent!!!

Quoting Syncmaster (Reply 10):
How dare 2.14 passengers out of every 100,000 complain.

Remember these are the people who actually file a complaint... not the average Jow who know DL will not do as advertised..

This is a result of DL outsourcing and the continued slide of the USA airline industry

Is this the first time DL has hit the bottom of this list..???

Topic: RE: Delta Has Highest Passenger Complaint Rate For May
Username: Rwy04LGA
Posted 2008-07-07 19:27:10 and read 6545 times.



Quoting MSYtristar (Reply 13):
At the airlines that I worked for, someone always walked over to the screening machine at the check in cutoff time to make sure the last bag has gone down the belt. Granted this may not be possible at every airport depending on the location of the machines, but it is an option to help curtail things like that from happening.

We have that as well, but nothing's 100%.

Topic: RE: Delta Has Highest Passenger Complaint Rate For May
Username: United1
Posted 2008-07-07 19:31:14 and read 6531 times.



Quoting Kohflot (Reply 8):
Kohflot

ROFLMAO.....

Thank you for interjecting humor....I needed a laugh after my day today.

Topic: RE: Delta Has Highest Passenger Complaint Rate For May
Username: Ssides
Posted 2008-07-07 20:24:16 and read 6423 times.

I have never been a big fan of Delta, but I will admit that this DOT data is often flawed. It only registers those incidents that the customer deemed worthy enough to make a DOT complaint. I'm sure other airlines had lots of issues as well, they just did a better job of convincing the passenger not to take it to the DOT.

Topic: RE: Delta Has Highest Passenger Complaint Rate For May
Username: PlanesNTrains
Posted 2008-07-07 20:44:23 and read 6371 times.



Quoting Ssides (Reply 21):
I'm sure other airlines had lots of issues as well, they just did a better job of convincing the passenger not to take it to the DOT.

Probably true, but in the end, having the customer leave without being so angry that they contact the DOT is not such a bad thing. One might say it's a good goal.

-Dave

Topic: RE: Delta Has Highest Passenger Complaint Rate For May
Username: WILCO737
Posted 2008-07-07 20:52:58 and read 6349 times.

Oh how much I love those statistics... 2.14 passengers? That means two full passengers and then just his left foot complaint that his sock didn't arrive on time Big grin
I know it's just a statistic, but 2.14 passengers on 100k passengers doesn't sound too bad to me. But I guess the 2nd worst is at 2.12 passengers, meaning only one of the left toes complaint then?  duck 

And I bet another statistic will come to a different conclusion...

I have never been on DL, but I nearly flew FRA-JFK-SFO-JFK-FRA on them, but then I got sick... Maybe I would've been the next complainer? Big grin

WILCO737 (MD11F)
 airplane 

Topic: RE: Delta Has Highest Passenger Complaint Rate For May
Username: Panamair
Posted 2008-07-07 21:18:56 and read 6302 times.



Quoting Ssides (Reply 21):
It only registers those incidents that the customer deemed worthy enough to make a DOT complaint.

That's exactly why we end up having contradictory data (i.e., DL having the best on-time record of the legacies/majors and a vastly improved position in Baggage Handling from near-the-bottom to #6 overall in May) in the report.

From a baggage perspective, DL was certainly doing quite poorly in the last two years or so (usually ranking in the bottom 5), but for the past few months, they have shown quite some improvement, so much so that I am frankly quite surprised they ended up at #6 overall and #3 among the majors (only NW and CO were better).

Topic: RE: Delta Has Highest Passenger Complaint Rate For May
Username: EHCPH
Posted 2008-07-07 23:26:49 and read 5828 times.

I had some flights with Delta recently, both trans atlantic and domestic, and their service is non existant.

The cabin crew was obviously not in the mood for serving the passengers which clearly showed at their attitude, the food was sad and semi-cold food, the bread was so dry it could be used as a lethal weapon and there is basically no in-flight entertainment.

But then again when you are only paying US$800 including taxes and fuel surcharges for a return ticket Europe US, what is there to complaint about...

Sad though as I was looking forward to a trans atlantic crossing with Delta..., but it turned out to be 10 extremely long hours!

EHCPH

Topic: RE: Delta Has Highest Passenger Complaint Rate For May
Username: Beertrucker
Posted 2008-07-08 01:01:28 and read 5618 times.

As far as the bags go. I have only had my bag not show up once in many years and that was on AA. But I know the flight was late getting in to DFW. But My connecting flight was late leaving too. The funny thing is that by the time everyone got their bags at MCO and I was in the baggage office the next DFW flight showed and there was my bag. I worked the ramp for years. And yes mistakes are made. But when you see these kind of stats come out it kinda makes me wonder. I know almost everyone has had to deal with the loss of a bag. But as long as you get your bag back before too long then I don't know how many acutally go all the way to make a complaint about an airline over it. If anything you complain to the airline. Not to DOT:

Topic: RE: Delta Has Highest Passenger Complaint Rate For May
Username: DeltaL1011man
Posted 2008-07-08 01:52:11 and read 5450 times.



Quoting Kohflot (Reply 8):

hahahahaha good one.

Quoting MSYtristar (Reply 9):
Don't
Expect
Luggage
To
Arrive

Oh how true.......but it seems to be getting better.

Quoting EHCPH (Reply 25):

Ok great story and all but i must have missed the point.....what does that have to do with this thread?

How much of DL bag problems have to do with company's like DGS doing the work when mainline should be doing it?

Topic: RE: Delta Has Highest Passenger Complaint Rate For May
Username: CALRAMPER
Posted 2008-07-08 03:53:16 and read 5033 times.

Delivering
Everyone
Late
Through
Atlanta

Topic: RE: Delta Has Highest Passenger Complaint Rate For May
Username: FlyPNS1
Posted 2008-07-08 05:40:03 and read 4598 times.



Quoting Jetlanta (Reply 4):
There is absolutely nothing scientific about this data. Don't try to make sense of it.

Indeed, even as someone who is often critical of DL, I wouldn't look too much into these numbers.

However, these numbers do highlight one problem for DL (and all carriers). No matter how hard DL tries to be a "premier" airline, it will be extremely difficult to succeed. Consumers have become so soured on airlines (for many good reasons) that DL is likely fighting a battle it can't win. Most consumers will never find connecting with the masses at ATL a "premier" experience...even if from an operational standpoint ATL is quite efficient. Most people won't find paying $1000+ for a last minute ticket only to be wedged into a cramped middle seat a "premier" experience. And of course, most passengers won't find all the nickel and diming fees to be a "premier" experience either (yes, I realize DL isn't the worst here, but they still have way too many fees).

Topic: RE: Delta Has Highest Passenger Complaint Rate For May
Username: MasseyBrown
Posted 2008-07-08 06:41:29 and read 4278 times.



Quoting WILCO737 (Reply 23):
I know it's just a statistic, but 2.14 passengers on 100k passengers doesn't sound too bad to me.

The raw numbers for DL are equally insignificant: 127 complaints out of 5.9 million passengers. One bad flight could generate the whole thing. But it's all the DOT has, so they report it.

Their on-time and mishandled baggage statistics are better satisfaction indicators.

Topic: RE: Delta Has Highest Passenger Complaint Rate For May
Username: Justloveplanes
Posted 2008-07-08 07:19:19 and read 4065 times.

I was reading up on this, the reason for the spike in complaints is very simple and obvious and will shortly die down.

Delta is now charging $25 per second bag like everyone else. Unlike everyone else, they apparently didn't tell the customers until they came to check in. Hence the irateness spike. From the article I read, it is almost all due to this issue. Delta has agreed to reimburse travelers who had to pay without proper notice (those that complain at least). And my guess is this new arrangement is now on the Website or appropiately announced.

Topic: RE: Delta Has Highest Passenger Complaint Rate For May
Username: PSU.DTW.SCE
Posted 2008-07-08 07:36:45 and read 3952 times.

I never put any stock in any of these DOT complaint / baggage / on-time statistics because they are so arguably flawed, both in data collection and reporting.

The majority of passengers with an issue don't complain to the DOT, let alone know where even to reach the DOT to complain. The majority are dealt with through the airline internally.

Topic: RE: Delta Has Highest Passenger Complaint Rate For May
Username: Highflier92660
Posted 2008-07-08 07:44:17 and read 3897 times.

Simple statistics seldom tell the entire story. On-time arrivals and baggage woes may be a general symptomatic gauge of a passenger's travel experience with an airline but certainly not the only one. There are also factors somewhat outside the control of an airline.

Example: Delta is largely within the Terminal 5 complex at LAX but has a few flights out of Terminal 6. Terminal 5 (in my highly subjective opinion) is one of the more updated and reasonably civil terminals within the Los Angeles International complex. In Terminal 6 on the other hand, one might half-expect to peer outside the windows to see a Continental Boeing 720B parked at the gate and the ghost of Bob Six pacing the corridors; scary.

As fate would have it, last week I was witness to a small group of senior citizens traveling from LAX to TPA aboard a Delta Boeing 737-800. While I'm a poor judge of age I would estimate they were on on the north side of seventy-five, and from the look of them after walking the distance from the Terminal 5 check-in area to gate 61 in Terminal 6, I wasn't all that certain some of them weren't going to expire on the spot. Moreover, these seniors directly blamed Delta for everything from their long walk to the crowd at the TSA and the limited seating in the immediate gate area.

If Gertrude and her group write nastigrams to Delta Airlines where does this factor in the overall complaint rate?

Topic: RE: Delta Has Highest Passenger Complaint Rate For May
Username: TN757Flyer
Posted 2008-07-08 08:41:42 and read 3623 times.

DL is my second most used airline behind Southwest, average 2-3 segments per month on them. In 20+ years, never a lost bag, never bumped, never any horrific delays. Maybe I'm just lucking out, I don't know, but of all the legacies (I think WN is a legacy but for arguments sake we'll go with the general consensus it is not) DL gives me the best service of any. Of course, now that I post this......  crossfingers 

Topic: RE: Delta Has Highest Passenger Complaint Rate For May
Username: Lono
Posted 2008-07-08 09:10:15 and read 3455 times.



Quoting DeltaL1011man (Reply 27):
How much of DL bag problems have to do with company's like DGS doing the work when mainline should be doing it?

I would imagine from the stories I have heard (through my DL friends) that outsourcing is the root of many bag issues.

I will ask the question again... Is this the first time DL has found itself on the bottom of this list?

Anyone know....??? and if so how does this reflect on the "new" DL...????

Topic: RE: Delta Has Highest Passenger Complaint Rate For May
Username: Jetlanta
Posted 2008-07-08 10:00:08 and read 3170 times.



Quoting FlyPNS1 (Reply 29):
However, these numbers do highlight one problem for DL (and all carriers). No matter how hard DL tries to be a "premier" airline, it will be extremely difficult to succeed. Consumers have become so soured on airlines (for many good reasons) that DL is likely fighting a battle it can't win. Most consumers will never find connecting with the masses at ATL a "premier" experience...even if from an operational standpoint ATL is quite efficient. Most people won't find paying $1000+ for a last minute ticket only to be wedged into a cramped middle seat a "premier" experience. And of course, most passengers won't find all the nickel and diming fees to be a "premier" experience either (yes, I realize DL isn't the worst here, but they still have way too many fees).

You may well be right. I will say that I have been to DXB on EK and found that experience no more enjoyable than any at ATL, yet EK enjoys a halo based on its onboard product, so I think it can be done. As traffic volume falls and Delta tweaks its product as planned, I think they can certainly be competitive with BA, LH, JL, etc... I don't pretend to think they will match SQ, but I fly enough in business class to know that DL is a better seat away from being in the ballpark, at least.

Certainly DL is top tier among U.S. carriers as is.

Topic: RE: Delta Has Highest Passenger Complaint Rate For May
Username: FlyPNS1
Posted 2008-07-08 10:26:41 and read 3020 times.



Quoting Jetlanta (Reply 36):
I will say that I have been to DXB on EK and found that experience no more enjoyable than any at ATL, yet EK enjoys a halo based on its onboard product, so I think it can be done.

Yes, but EK is a different business model...relying mostly on high-yield, long-haul business. DL is no where near that (despite all the recent expansion). And quite honestly, DXB isn't even close to the shear mass of connecting traffic that one experiences in ATL.

You can have the most premium on-board product, but when you get dumped into the huddled masses at JFK or ATL, you won't feel premium anymore.

Quoting Jetlanta (Reply 36):
Certainly DL is top tier among U.S. carriers as is.

I guess, though all the carries are pretty uniformly weak. About the only thing on DL that differentiates it from other legacies is IFE. And on short-haul flights (where there is no IFE), there is almost no difference.

Topic: RE: Delta Has Highest Passenger Complaint Rate For May
Username: Jetlanta
Posted 2008-07-08 10:45:08 and read 2916 times.



Quoting FlyPNS1 (Reply 37):
Yes, but EK is a different business model...relying mostly on high-yield, long-haul business. DL is no where near that (despite all the recent expansion). And quite honestly, DXB isn't even close to the shear mass of connecting traffic that one experiences in ATL.

You can have the most premium on-board product, but when you get dumped into the huddled masses at JFK or ATL, you won't feel premium anymore.

Trust me, DXB is worse than ATL in many ways. Granted they are building a new airport, but half the thing was a busing operation when I was there. People were camped out on the floor up and down the concourses in far greater number than you saw at the ASA gates in ATL in the worst of times. There were literally no seats available in the Business Class lounge while I was there. People were on the floor there too.

My point is that EK has a great reputation despite the fact that DXB has been bursting at the seems for a number of years. ATL is a much better experience today than it used to be and will be even better when the jetways are all up at the DCI gates. JFK is going to eventually get a new terminal that will fix many issues there. A long way off? Of course, but they are heading in the right direction.

Topic: RE: Delta Has Highest Passenger Complaint Rate For May
Username: MasseyBrown
Posted 2008-07-08 11:27:27 and read 2706 times.



Quoting Jetlanta (Reply 36):
As traffic volume falls and Delta tweaks its product as planned, I think they can certainly be competitive

A 66% LF will do wonders for customer satisfaction in economy.

Topic: RE: Delta Has Highest Passenger Complaint Rate For May
Username: Jetlanta
Posted 2008-07-08 11:42:42 and read 2583 times.



Quoting MasseyBrown (Reply 39):

A 66% LF will do wonders for customer satisfaction in economy.

Yes it will! LOL

Topic: RE: Delta Has Highest Passenger Complaint Rate For May
Username: LAXdude1023
Posted 2008-07-08 11:47:04 and read 2575 times.



Quoting MasseyBrown (Reply 39):
A 66% LF will do wonders for customer satisfaction in economy.

Is the systemwide LF really that low?

Topic: RE: Delta Has Highest Passenger Complaint Rate For May
Username: MasseyBrown
Posted 2008-07-08 11:59:57 and read 2508 times.



Quoting LAXdude1023 (Reply 41):
Is the systemwide LF really that low?

No, it isn't. I was commenting on JetAtlanta's "As traffic volume falls ..." post.

Emptying out those middle seats is the biggest crowd-pleaser the airlines could come up with.

Topic: RE: Delta Has Highest Passenger Complaint Rate For May
Username: MSYPI7185
Posted 2008-07-08 13:07:18 and read 2312 times.



Quoting Jetlanta (Reply 36):
Certainly DL is top tier among U.S. carriers as is.

That is very debatable.

I just cannot wait to see when the new stats are posted in future months and UA, US, or (insert your favorite here), how many try to explain it away as I am reading here.

Quoting Syncmaster (Reply 10):
How dare 2.14 passengers out of every 100,000 complain. What about the other 99,997.86?

When I worked as a supvr and a bag would miss the flight, for example, I would ask why? I did not want to hear, well the other 175 bags made it. Does not matter one bit, the fact remains not all of the bags made the flight that belonged on the flight. This line of questions pretains to all things, not just bags.

DL had a bad month, not their first and certainly won't be the last.

Quoting Highflier92660 (Reply 33):
Simple statistics seldom tell the entire story.

True, but lets see how many take this view when it someone like UA or US many here love to bash. Also there are pax who complaint to the DOT no matter what you do to resolve their complaints. The DOT does not care one bit wether the complaint is legit or not, if they receive a complaint it is counted.

Topic: RE: Delta Has Highest Passenger Complaint Rate For May
Username: Luv2cattlecall
Posted 2008-07-08 15:24:00 and read 2234 times.



Quoting MSYtristar (Reply 9):
Don't
Expect
Luggage
To
Arrive

I thought it was

Doesn't
Ever
Leave
The
Airport?

Quoting Rwy04LGA (Reply 12):
I was working the bag room and was watching a MD88 pushback from the gate. Just then a bag for that flight slid down the chute. I was new at the time and asked 'If the pax has to check in at least 30 mins before departure, how is it possible that this bag just came down now?' He replied 'The TSA checks the bags as they get them. Carts are used to move the bags from the collection point (just after ticketing) to the respective X-ray machines. If this bag was the first to be loaded onto the cart, it will be the last to be inspected, and hence, the last to be sent down to the bag room.'

So, in this case, the problem is not the airline (any airline), but TSA. Unfortunately, the airlines get blamed for the delay and have to pay for the bag to reunite with the passenger at the destination.



Quoting MSYtristar (Reply 13):
At the airlines that I worked for, someone always walked over to the screening machine at the check in cutoff time to make sure the last bag has gone down the belt. Granted this may not be possible at every airport depending on the location of the machines, but it is an option to help curtail things like that from happening.

I know FL has those huge bright tags they put on your luggage that say "HOT BAG" on them, in order to help make sure this doens't occur...


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