New study shows airline service on the decline

WASHINGTON (CNN) -- - The nation's airlines are not living up to their promises to do a better job of servicing the public, according to a new government study.

The annual national Airline Quality Ratings report shows more passengers bumped, flights delayed and baggage mishandled in 2000.

"The airlines are their own worst enemy," said Dean Headly, one of two professors who conducted the study. "They promised to do a better job in 2000 and they didn't. Consumers are fed up with unkept promises and it's registered through a record number of complaints and poor performance in basic service."

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Headly, associate professor of marketing at Wichita State University, released the study Monday along with co-researcher Brent Bowen, director of the aviation institute at the University of Nebraska at Omaha.

Delta Air Lines won the highest ratings for passenger service among 10 major airlines, followed by Alaska, Southwest, US Airways, Northwest, American, Continental, TWA, United and America West.

The review, based on data collected by the Transportation Department, found:

  • The on-time arrival percentage of airlines declined from 76.1 percent in 1999 to 72.6 percent in 2000.

  • The 10 major airlines averaged 5.29 mishandled bags per 1,000 passengers in 2000, an increase over the 1999 rate of 5.08.

  • The rate of passengers being involuntarily bumped from airlines rose to 1.04 per 10,000 from 0.88 in 1999.

  • The Transportation Department noted a 20 percent increase in complaints received in the same time period.

"The major U.S. airlines continue to demonstrate an inability to effectively manage their business," Bowen said.

"Government intervention is often threatened, but it appears that complete gridlock and resulting economic chaos will have to occur before decisive solutions can be identified and implemented."

Airlines vow to improve consumer service
February 13, 2001

University of Nebraska at Omaha Avaition Institute

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