The Economist has a special report that considers the various problems with the American airline industry. Of particular interest is a survey of 519 airline passengers that posed the question, “What, if anything, do you dislike about taking a trip by plane?” The answer, overwhelmingly, was “Security measures.”
What does it mean when an airline has no control over the factor that most irks their customers? “Poor service,” the topic that most concerns this site, was a distant 8th on the list.
The airlines pay, both financially and in lost customers, for the TSA’s bungling. If security is truly the passenger’s biggest complaint, to whom should we complain? Should we complain at all? —MEGHANN MARCO
In the land of free flight [Economist]