itsnotfinals
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US Number One In Complaints

Mon Nov 05, 2007 11:04 pm

http://www.bizjournals.com/phoenix/s...5/daily11.html?f=et73&ana=e_du

"US Airways Group Inc. had the highest percentage of consumer complaints of major U.S. airlines for the month of September as well as for the first nine months of the year.

The U.S. Department of Transportation reported Monday that US Airways (NYSE:LCC) had 2.13 complaints for every 100,000 passengers. That ranked the Tempe-based airline 20th among the top 20 major U.S. carriers. Delta Air Lines was next in line with 2.11 complaints per 100,000 passengers. Aloha Airlines scored the best with no complaints during September. "

US and DL have some serious issues to deal with (again)

Congratulations to AQ

[Edited 2007-11-05 15:05:56]
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RedTailDTW
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RE: US Number One In Complaints

Mon Nov 05, 2007 11:08 pm

US Airways really needs to get their act together, especially at that He*l hole they call PHL. The only station where ive been satisfied with thier customer service was at CLT and sometimes PHX. They also need to dump that trashy regional carrier called Mesa.



Mason
Airlines Flown: AA, CO, HP, MQ, NW, RP, UA, US, WN, YX / Aircraft Flown: 737-200/300/700/800, 757-200/300, 777-200, A319/A320/A321, DC-9-30/50, DC-10-40, ERJ 140/145, E170, MD80/83/90
 
JBLUA320
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RE: US Number One In Complaints

Mon Nov 05, 2007 11:09 pm

Funny... I've never had a problem with Delta or US Airways. In fact, US is one of my preferred carriers. Sometimes they can be a little shabby looking, but I still think their employees are truly some of the best in the industry, and I always feel safe on US metal.

JBLU
 
OB1504
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RE: US Number One In Complaints

Mon Nov 05, 2007 11:29 pm

Uh-oh... I may be flying US (and connecting through CLT, no less) this weekend. Wow!

On the other hand, though, my father's flown them a couple of times in the past few months on business, and the service he's received wasn't all that different from the other legacies: adequate, nothing more.

[Edited 2007-11-05 15:30:36]
 
gigneil
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RE: US Number One In Complaints

Mon Nov 05, 2007 11:31 pm

Meh. They posted good numbers.

Customer service is completely irrelevant in this country.

NS
 
panpan
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RE: US Number One In Complaints

Mon Nov 05, 2007 11:40 pm

Don't mean to hijack this thread, but how did Delta score so poorly?? Is Delta Connection included in the numbers??
 
pitops
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RE: US Number One In Complaints

Mon Nov 05, 2007 11:43 pm

The information desk people at PIT say they get tons of complaints from US pax as opposed to other airlines. And yeah I know they have much larger ops then other airlines but the percentage difference is alot.
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gigneil
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RE: US Number One In Complaints

Mon Nov 05, 2007 11:49 pm

Quoting PITops (Reply 6):
And yeah I know they have much larger ops then other airlines but the percentage difference is alot.

But again, that makes sense, because the percentage different of ops is a lot.

NS
 
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seabosdca
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RE: US Number One In Complaints

Mon Nov 05, 2007 11:52 pm

My experience suggests that there is only one reason for US's score: PHL. Stay away from PHL, and US is OK (until your airplane is hours late because it got stuck waiting for a gate in PHL).
 
jcavinato
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RE: US Number One In Complaints

Tue Nov 06, 2007 12:35 am

I used to live at SCE and my US options were to go through PIT or PHL, and even earlier, BWI. PIT and BWI were always good service and great people. SCE always had great station people. But, PHL was the achilles heal to the entire system. As long as I avoided it, I never had any complaints. Even to today, from PHX, as long as I avoid that station things are fine. No complaints.
 
pitops
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RE: US Number One In Complaints

Tue Nov 06, 2007 1:12 am

Quoting Gigneil (Reply 7):
But again, that makes sense, because the percentage different of ops is a lot.

But even if you take 10 US flights and 10 WN or DL flights, the number of complaints for US would be way higher. That's what I was getting at.
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HPAEAA
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RE: US Number One In Complaints

Tue Nov 06, 2007 1:47 am

Quoting PITops (Reply 10):
But even if you take 10 US flights and 10 WN or DL flights, the number of complaints for US would be way higher. That's what I was getting at.

not necessarily, I can understand the DL complaint level (think JFK, ATL).... 3 different family members have flown on DL in the last 2 months, 1 arrived about 1 h 45 min early for a early morning domestic flight only to find that the kiosks were down... she stood in line for over 2 hours only to find that she had to wait another 6 to get confirmed on a flight (to standby for the earlier flight would cost her $$)... now I can't believe that's DLs policy in OSO, but that's what she was told... another got stuck in in SAN due to ATL ATC, had missed the conx to BUF, and had to goto ERI in order to get there the same day.... yes ATC is not DL's fault, but given their market share in ATL, I think they might be the cause of their own headaches....... WN, perhaps not.. the tend to avoid the problematic airports... DL and US cause alot of their own issues given the airports they choose...
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bond007
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RE: US Number One In Complaints

Tue Nov 06, 2007 1:58 am

Quoting PITops (Reply 10):
But even if you take 10 US flights and 10 WN or DL flights, the number of complaints for US would be way higher. That's what I was getting at.

You'd get 0.0002 more complaints ... waaaaaay higher  Smile

Wow, now we're comparing 2.13 complaints per 100,000 pax to 2.11 in one month ... please give me a break folks.

We're talking one complaint every 469 flights, versus one every 473 flights ....

I'm no fan of US (or DL), but what exactly does this mean??? One flight gets delayed and a few pax complain, and you've shot to #1.


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AirTranTUS
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RE: US Number One In Complaints

Tue Nov 06, 2007 2:00 am

Quoting Itsnotfinals (Thread starter):
US and DL have some serious issues to deal with (again)

Just in September for DL. For the whole year, US is still on top with 3.43/100,000 followed by UA at 2.34. DL comes in third at 1.89. Looking at complaint numbers for Jan. 2007-Sept. 2007 vs. the same period in 2006, every airline has gotten worse except Mesa (who has gotten better) and Pinnacle (who did not exist last year). The DL numbers do not include ASA or Comair, whose numbers are appalling on their own.

And CO and YX are the only airlines to have an animal die onboard in September.

Full report: http://airconsumer.ost.dot.gov/reports/2007/November/200711atcr.pdf
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Mir
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RE: US Number One In Complaints

Tue Nov 06, 2007 2:10 am

Quoting AirTranTUS (Reply 13):
Pinnacle (who did not exist last year).

Pinnacle may not have been in the rankings, but they certainly did exist last year.

-Mir
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kstatepilot
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RE: US Number One In Complaints

Tue Nov 06, 2007 2:28 am

Quoting AirTranTUS (Reply 13):
every airline has gotten worse except Mesa

Very interesting considering alot of people on this board trash YV whenever they can, but when there is something good very few people will acknowledge it.

BTW YV does not fly for US out of PHL or PIT, the two worst airports for US.
 
FLYACYYZ
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RE: US Number One In Complaints

Tue Nov 06, 2007 2:30 am

Quoting Gigneil (Reply 4):
Customer service is completely irrelevant in this country.

Bingo! A simple yet brilliant statement  thumbsup 
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AirTranTUS
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RE: US Number One In Complaints

Tue Nov 06, 2007 3:10 am

Quoting Mir (Reply 14):
Pinnacle may not have been in the rankings, but they certainly did exist last year.

I see my error now. I thought Pinnacle was NW's new regional carrier. It's getting really hard to keep track of regional carriers today, especially those for DL, NW, and US. According to the report, Pinnacle was omitted because it was not part of "All U.S. airlines with at least one percent of total domestic scheduled-service passenger revenues, as determined by DOT’s Bureau of Transportation Statistics".
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PanAm747
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RE: US Number One In Complaints

Tue Nov 06, 2007 3:38 am

Maybe it's the statistician in me, but I'd be VERY curious to see where US and DL had most of their complaints. One would assume JFK, ATL, and PHL.

Is there any data on the type of complaints? And considering the expectations of the Wal-Mart crowd, how many of those complaints are legitimate and how many are the "you promised to get me there on time and I was ten minutes late - and besides, it was only a LITTLE thunderstorm!!" type of complaint?
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captaink
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RE: US Number One In Complaints

Tue Nov 06, 2007 3:58 am

Quoting OB1504 (Reply 3):
Uh-oh... I may be flying US (and connecting through CLT, no less) this weekend

Flying US through CLT usually presents NO problems. In fact I have flown US alot in the past and even worked for a handling company that handled their flights, and I mean honestly I have yet to see any major issue with the airline, and imagine my history with them begins even before the HP takeover.

PHL is quite a mess at times and I can see how it messes up their score, but US is not as bad as people make it out to be, people love to exaggerate and A.net loves the opportunity to say bad 'nothings' about the airline.

There is nothing that would change US being the or at least one of the 'black sheep' of the US airline industry.
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iwok
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RE: US Number One In Complaints

Tue Nov 06, 2007 4:11 am

Just flew OAK-DCA with US, and it was my first US flight since 2001. After the flight I realized why stayed away for so long. Crappy seat pitch on the 319's is my main beef. WN blows them away in that regard. The FA were very attentive however, so I'd have to say the service at least matches what UA/WN/F9 have to offer. The connecting flight to OAK-PHX in the little CRJ was OK because I had an exit row, otherwise that would have been terrible.

The US Air website is totally crappy and takes forever to book a seat and get flight info.

I'll stick with my tried and try transcon guys next time around. DING

iwok
 
captaink
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RE: US Number One In Complaints

Tue Nov 06, 2007 5:41 am

Quoting Iwok (Reply 20):
Crappy seat pitch on the 319's is my main beef. WN blows them away in that regard.

Yeh but US seat pitch is not very different from any of the other majors.. So if that is your only complaint, I suppose it can be said that US really isn't that bad at all.
There is something special about planes....
 
georgebush
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RE: US Number One In Complaints

Tue Nov 06, 2007 5:47 am

Quoting RedTailDTW (Reply 1):
They also need to dump that trashy regional carrier called Mesa.

 checkmark   checkmark 

But so does UA and DL
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Indy
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RE: US Number One In Complaints

Tue Nov 06, 2007 6:02 am

I flew US a number of years ago. IND-PHL-FRA. and FRA-PHL-IND. Never again! PHL coming and going was the worst possible experience. It is sad when at one of your hubs you can't get fresh air to a widebody jet that is having air problems especially during the heat and when the flight is delayed and people have to sit there for a couple of hours. If I had to score my overall impression of PHL on a scale from 1 to 10 with 10 being best it would be very hard to get above a 2. I'd say 2 just not to be a total jerk  Smile We got out alive. That saved a 1 score lol.
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steeler83
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RE: US Number One In Complaints

Tue Nov 06, 2007 6:26 am

US Airways is number one in complaints?? Wow!! I'm shocked!!! Who would've thought?!?!?!  Wink
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