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Misery in the Air: Flyer Frustration Climbs
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13.04.2015
Perhaps the most telling indication of how frustrated passengers have become is the number of complaints about airlines filed last year with the Department of Transportation. Dean Headley of Wichita State University said "complaints are up 20-25 percent this year over last year and they were up before that so customers are complaining more about a system that just is not working." Overall, the quality of Airline Quality Rating has dropped to its lowest level since 2008. Headley added: "there is a lot of consolidation and a lot of mergers so there is a lot of turmoil and I think that is playing itself out to the customer to have a poor experience when they do fly."
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