Operations Management

Complaints about Airlines

Based on my research, here are some of the common complaints I found in regards to the airlines industry and some of the solutions proposed.

1. Reliability

Customers often complained about flight problems or cancellations, delays, misconnections, or any other deviations from schedule with or without warning from the airline.

2. Baggage

People complained about lost, damaged or delayed luggage, charges for excess baggage, carry-on luggage problems, and difficulties with airline claims procedures. And that often times, airlines personnel were less responsive to the complaints.

3. Reservations, ticketing, and boarding

People also complained a lot about airline mistakes in the areas of reservations, customers obtaining their tickets, and passengers boarding the plane.

4. Customer service

Customers also complained about unruly, rude, and unhelpful employees in regards to poor cabin assistance and treatment of delayed passengers. People also complained about poor airline food.

5. Refunds

People also complained about obtaining a proper refund from an airline for unused or lost tickets or fare adjustments.

6. Discrimination

People also complained about airlines having a discriminatory attitude towards people with disabilities

7. Overbooking

There were some complaints about overbooking too.

8. Fares

There were also complains about incomplete information about fares, discount fare conditions, overcharges, and the cost of fares in general.

Here are some of solutions I see people propose during my research:

1. Provide disability awareness training for airline employees

2. Have a dedicated complaints handling team

3. Hire people that exhibit friendly demeanor and show empathy

4. To be more responsive on the social media platforms like twitter and Facebook

5. Process refunds faster