The 23rd annual Airline Quality Ratings show passengers are really irritated when their flight is late or canceled. It’s worse when they are bumped even though they have a ticket. Paying for checked baggage isn’t as big an irritant as it used to be.
“I think people have accepted that they’re going to have to pay,” says Linda de Sosa, vice president of Woodlake Travel. “My personal philosophy is there are two types of luggage, carry-on and lost.”
The U.S. Transportation Department reported air traveler complaints were up 20 percent last year. Fully one-third of all complaints were based on flight delays and cancellations.
“Lots of flights are going back to the airport gates for some reason,” says de Sosa, “and that causes travelers to miss their connecting flights.”