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Delta Has Highest Passenger Complaint Rate For May  
User currently offlineJumbojet From United States of America, joined Dec 2003, 1159 posts, RR: 0
Posted (6 years 3 weeks 2 days 19 hours ago) and read 7474 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

44 replies: All unread, showing first 25:
 
User currently offlineAcey559 From United States of America, joined Jan 2007, 1523 posts, RR: 2
Reply 1, posted (6 years 3 weeks 2 days 19 hours ago) and read 7406 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.

User currently offlineSESGDL From United States of America, joined Jan 2001, 3466 posts, RR: 10
Reply 2, posted (6 years 3 weeks 2 days 17 hours ago) and read 7239 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


User currently offlineAS777 From United States of America, joined Nov 2007, 145 posts, RR: 0
Reply 3, posted (6 years 3 weeks 2 days 17 hours ago) and read 7186 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 


User currently offlineJetlanta From United States of America, joined Jul 2001, 3252 posts, RR: 35
Reply 4, posted (6 years 3 weeks 2 days 17 hours ago) and read 7169 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.


User currently offlineJblake1 From United States of America, joined Aug 2003, 292 posts, RR: 0
Reply 5, posted (6 years 3 weeks 2 days 17 hours ago) and read 7140 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.

User currently offlineDrerx7 From United States of America, joined Jun 2000, 5162 posts, RR: 8
Reply 6, posted (6 years 3 weeks 2 days 17 hours ago) and read 7099 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.


Third Coast born, means I'm Texas raised
User currently offlineLAXdude1023 From India, joined Sep 2006, 7506 posts, RR: 24
Reply 7, posted (6 years 3 weeks 2 days 16 hours ago) and read 7064 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.



Stewed...Lewd...Crude...Irreverent...Belligerent
User currently offlineKohflot From , joined Dec 1969, posts, RR:
Reply 8, posted (6 years 3 weeks 2 days 16 hours ago) and read 6993 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.


User currently onlineMSYtristar From United States of America, joined Aug 2005, 6522 posts, RR: 51
Reply 9, posted (6 years 3 weeks 2 days 16 hours ago) and read 6953 times:

Don't
Expect
Luggage
To
Arrive


User currently offlineSyncmaster From United States of America, joined Jul 2002, 2020 posts, RR: 10
Reply 10, posted (6 years 3 weeks 2 days 16 hours ago) and read 6923 times:
Support Airliners.net - become a First Class Member!

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]

User currently offlineSyncmaster From United States of America, joined Jul 2002, 2020 posts, RR: 10
Reply 11, posted (6 years 3 weeks 2 days 16 hours ago) and read 6904 times:
Support Airliners.net - become a First Class Member!



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.


User currently offlineRwy04LGA From United States of America, joined Jul 2005, 3176 posts, RR: 8
Reply 12, posted (6 years 3 weeks 2 days 16 hours ago) and read 6875 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.



Just accept that some days, you're the pigeon, and other days the statue
User currently onlineMSYtristar From United States of America, joined Aug 2005, 6522 posts, RR: 51
Reply 13, posted (6 years 3 weeks 2 days 15 hours ago) and read 6837 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.


User currently onlineRL757PVD From United States of America, joined Dec 1999, 4646 posts, RR: 11
Reply 14, posted (6 years 3 weeks 2 days 15 hours ago) and read 6829 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.


Experience is what you get when what you thought would work out didn't!
User currently offlineSuperfly From Thailand, joined May 2000, 39703 posts, RR: 75
Reply 15, posted (6 years 3 weeks 2 days 15 hours ago) and read 6781 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


Bring back the Concorde
User currently offlineSteeler83 From United States of America, joined Feb 2006, 9182 posts, RR: 18
Reply 16, posted (6 years 3 weeks 2 days 13 hours ago) and read 6642 times:

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


Do not bring stranger girt into your room. The stranger girt is dangerous, it will hurt your life.
User currently offlinePlanesNTrains From United States of America, joined Feb 2005, 5452 posts, RR: 29
Reply 17, posted (6 years 3 weeks 2 days 13 hours ago) and read 6577 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



Next Trip: SEA-ABQ-SEA on Alaska
User currently offlineLono From United States of America, joined Apr 2004, 1335 posts, RR: 1
Reply 18, posted (6 years 3 weeks 2 days 12 hours ago) and read 6520 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..???



Wally Bird Ruled the Skys!
User currently offlineRwy04LGA From United States of America, joined Jul 2005, 3176 posts, RR: 8
Reply 19, posted (6 years 3 weeks 2 days 12 hours ago) and read 6466 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%.



Just accept that some days, you're the pigeon, and other days the statue
User currently offlineUnited1 From United States of America, joined Oct 2003, 5930 posts, RR: 9
Reply 20, posted (6 years 3 weeks 2 days 12 hours ago) and read 6452 times:



Quoting Kohflot (Reply 8):
Kohflot

ROFLMAO.....

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



Semper Fi - PowerPoint makes us stupid.
User currently offlineSsides From United States of America, joined Feb 2001, 4059 posts, RR: 21
Reply 21, posted (6 years 3 weeks 2 days 11 hours ago) and read 6344 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.


"Lose" is not spelled with two o's!!!!
User currently offlinePlanesNTrains From United States of America, joined Feb 2005, 5452 posts, RR: 29
Reply 22, posted (6 years 3 weeks 2 days 11 hours ago) and read 6292 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



Next Trip: SEA-ABQ-SEA on Alaska
User currently offlineWILCO737 From Greenland, joined Jun 2004, 8968 posts, RR: 76
Reply 23, posted (6 years 3 weeks 2 days 11 hours ago) and read 6270 times:
AIRLINERS.NET CREW
HEAD MODERATOR

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 



It it's not Boeing, I am not going.
User currently offlinePanamair From United States of America, joined Oct 2001, 4876 posts, RR: 25
Reply 24, posted (6 years 3 weeks 2 days 10 hours ago) and read 6223 times:
Support Airliners.net - become a First Class Member!



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).


25 EHCPH : 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 m
26 Beertrucker : 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
27 DeltaL1011man : hahahahaha good one. Oh how true.......but it seems to be getting better. Ok great story and all but i must have missed the point.....what does that
28 CALRAMPER : Delivering Everyone Late Through Atlanta
29 FlyPNS1 : 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
30 MasseyBrown : 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
31 Justloveplanes : 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 s
32 PSU.DTW.SCE : 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 re
33 Highflier92660 : Simple statistics seldom tell the entire story. On-time arrivals and baggage woes may be a general symptomatic gauge of a passenger's travel experienc
34 TN757Flyer : 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 ho
35 Lono : 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.
36 Jetlanta : 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 bas
37 FlyPNS1 : 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 expans
38 Jetlanta : 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. Pe
39 MasseyBrown : A 66% LF will do wonders for customer satisfaction in economy.
40 Jetlanta : Yes it will! LOL
41 LAXdude1023 : Is the systemwide LF really that low?
42 MasseyBrown : 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 a
43 MSYPI7185 : 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
44 Luv2cattlecall : I thought it was Doesn't Ever Leave The Airport? I know FL has those huge bright tags they put on your luggage that say "HOT BAG" on them, in order t
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