Airline customers’ top complaints include flight problems and baggage handling

The 2008 Airline Quality Ratings study announced today shows a sixty percent increase in customer complaints, according to co-researcher Dean Headley. He says most of the complaints were about flight problems, such as “delayed, canceled, unscheduled or rescheduled flights.” He says baggage handling was the “second biggest issue” in customer complaints. (0:33)
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Headley has low expectations for Airline Quality Ratings getting any better next year

Dean Headley, co-researcher on the Airline Quality Ratings study, says he expects “more of the same” for next year. The Airline Quality Ratings released today for 2008 show the lowest score ever, and without any “big fixes on the way” Headley says he doesn’t see ratings getting any better. He hopes instead that scores stay where they are. (0:28)
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