Theory One
Airline passengers may just be fed up with how they feel the industry is treating them.
Travelers are frustrated by some of the following factors, many of which have been good for airline profits, which are also skyrocketing this year:
- Crowded aircraft
- Fees for checked bags
- Slower boarding and deplaning due to increased carry-on bags (see above)
- Long lines at check-in and security
- Additional fees for seat selection and meals
- Airlines' inflexible enforcement of expensive rules.
- Indifferent attitudes from customer service personnel
- The 'take it or leave it' philosophy of some carriers.
Theory Two
Technology may have played a role in the increased number of passenger complaints.
The DOT recently launched a new website making it easier to file a complaint.
The passengers bill of rights may also have given travelers a sense of empowerment, leading to an increase in complaints.
Where It Stands
It remains to be seen whether the August spike is the beginning of a trend or a one time event.
Whichever it is, based on the broad reaction to media reports on this increase, it seems clear that the public is fed up with rising fares, marginal service and airline indifference to their plight
In just a few weeks DOT will issue its airline report card for September. Even if complaints stabilize or decrease, that does not necessarily mean that the anger passengers feel has disappeared. Nor does it means the problem shouldn't be addressed.
Airline management have different approaches to customer service. Delta has launched a multi-million dollar advertising campaign focusing on customer service and satisfaction. Southwest and Virgin America continue to get rave reviews for their approach to service.
On the other end of the spectrum, Spirit airlines takes a 'you get what you pay for' attitude, essentially saying that passengers should have lower expectations if they're paying lower fares.
Consumers ultimately vote with their wallets and they will ultimately reward airlines that place a high value on service, respect and reliability with their business. Carriers that don't make service a core value do so at their own risk.