The folks at the American Customer Satisfaction Index have released their annual report on the airline industry, once again confirming that it’s awfully hard to please consumers when you treat them like cattle and charge a premium for the privilege. [More]
the unfriendly skies
American Airlines Baggage Delivery Receipt Calls Couple ‘Deaf And Dumb’
By 3.27.14
It’s hard to imagine anything that could sour the vacation-high experienced after a beautiful, relaxing trip to Hawaii. Lost luggage? No big deal, we’ll patiently wait for it. But a hurtful, insensitive note attached to said luggage when it returns? That’s grounds to never use the airline again says a deaf Houston couple. [More]
United’s Reservation System Wreaking Havoc At Airports Today
By 2.18.14
In a scene reminiscent of two embarrassing 2012 incidents, United Airlines is doing a lot of apologizing today after a problem with its reservation system has resulted in long lines at airports around the country. [More]
Hotwire Forgets To Tell Passenger Her Flight Was Changed Three Months Earlier
By 1.21.14
When you book an airline ticket through a service like Hotwire, you’d expect that either the airline or the booking site will notify you when something important — like a flight being changed or cancelled — happens, especially when that change is made months before takeoff. But a couple in Virginia had their travel plans twisted around when Hotwire failed to let them know that their flight no longer exists. [More]
Former Senate Majority Leader Takes His United Airlines Hatred Public
By 1.17.14
Here’s a reminder that the airlines hate us all, no matter how wealthy you are or what positions of power you may have held. [More]
Delta Bumps Passengers To Fly College Basketball Team To Game
By 12.3.13
Because making sure that a college basketball game goes off without a hitch is more important than transporting boring ol’ passengers who can’t sink a three-pointer to save their lives, Delta Air Lines recently chose to cancel a commercial flight and use that jet for a charter flight for the University of Florida basketball team. [More]
Expedia, United Blame Each Other For $200 Change Fee For Passenger Stuck In LAX During Shootout
By 11.8.13
The recent tragic shootings at Los Angeles International put parts of one of the world’s largest airports on lockdown for several hours, resulting in rescheduled and canceled flights for many travelers. Given the extenuating and unique circumstances, one would think that airlines and hotels would have some level of understanding and not hit people with huge fees, and yet… [More]
US Airways Fined $1.2 Million For Repeatedly Failing To Provide Proper Wheelchair Assistance
By 11.5.13
After reviewing hundreds of consumer complaints about US Airways’ lack of proper assistance for travelers in wheelchairs at two of the airline’s hub airports, the Dept. of Transportation has fined the carrier $1.2 million, a good chunk of which is to be used to improve systems for disabled passengers at these airports. [More]
LAX Baggage Handler Arrested Over Dry Ice Bombs At Airport
By 10.16.13
Yesterday authorities said they believed a worker at Los Angeles International Airport could be behind the two dry ice bombs at the airport, though only one exploded. Police have now arrested a 28-year-old employee for a ground handling company at LAX and booked him last night for possession of a destructive device near an aircraft. [More]
Did An Airport Employee Place Dry Ice Bombs At LAX?
By 10.15.13
Police in Los Angeles say that the dry ice bombs found in supposedly secure areas of Los Angeles International Airport earlier this week may have been set by a disgruntled employee, though the exact reason for placing the devices is still unclear. [More]
Passenger Sues US Airways For Allegedly Misplacing Her Husband’s Ashes
By 9.20.13
It’s been two years since the ashes of a Philadelphia-area woman’s late husband went missing during a US Airways flight to England, and she says the airline has been ignoring her ever since. We first told you about her story back in January, but that didn’t turn up the ashes or an explanation. Now she’s filed a lawsuit in the hopes of getting the airline’s attention. [More]
DOT Fines United Airlines For Delaying Refunds To 9,000 Passengers
By 9.3.13
Thanks to the merger with Continental, United Airlines is now the nation’s largest commercial carrier, but has the airline been able to keep up with its increased customer base? On Friday, the Dept. of Transportation fined United $350,000 because it failed to provide prompt refunds to thousands of customers in 2012. [More]
American Strands Wheelchair-Using Passenger Without Meds, Charges Her For First Class Seat
By 8.26.13
While many travelers experience a minor annoyance during their trip, one American Airlines passenger was left helpless, without her medication or anyone to assist her when she was bumped from a flight, only to be booked into and charged for a first class seat. Now the airline can’t be bothered to respond. [More]
Airlines Have Oodles Of Your Personal Info, But Are They Selling It?
By 8.22.13
Used to be that airlines’ frequent flier programs really just kept track of how many miles or points you’d earned. Those days are gone, as carriers are able to collect and track all manner of data about passengers, data that could be very valuable if sold to third parties. Question is — are they selling it or not? [More]
American Airlines Says Flight Attendants Shouldn’t Tell Nursing Moms To Cover Up, But Vague Policy Results In Confusion
By 8.7.13
Yesterday, we told you about the semi-apology letter from American Airlines to a nursing mother who said she was treated rudely by a flight attendant while trying to feed her 5-month-old during a recent flight. At the time, we weren’t sure if the “cover it up” sentiment stated in the airline’s response to the mom was company policy or just a rep misstating the policy. Now we have a better idea. [More]
Are Crying Kids Reason To Be Booted From An Airplane? US Airways Thinks So
By 8.2.13
We see a lot of stories about passengers being removed from airplanes, some of which seem legitimate (intoxicated, verbally abusive travelers) and others that don’t (people who ask a flight attendant one too many questions). Here’s the story of a Consumerist reader who, along with her two young sons, was ejected from a flight because her crying kids were delaying takeoff — but is that really reason enough? [More]
Delta Passenger Claims Airline Made Him Crawl Across Tarmac Rather Than Offer Assistance
By 7.29.13
A man from Hawaii who was left without the ability to walk following a car crash in 2000, has sued Delta Air Lines, claiming the carrier gave him no option but to crawl down the aisle of the plane and across a tarmac instead of him providing the assistance he says he’d been promised in advance. [More]
