Airline Complaints Soared 28 Percent in 2010

(The New York Post) - Complaints about airline performance in the US soared 28 percent last year, despite improvements in on-time arrivals and fewer overbooked flights, according to a new survey released Monday.

Half of all domestic flights arrived on time last year, a slight increase from 2009 and airlines also mishandled fewer bags but satisfied passengers were hard to find, according to a study by Wichita State University.

There were 1.22 complaints per 100,000 passengers last year, compared with less than one per 100,000 in 2009, the study, based on Department of Transportation data, said.

Researchers said most of those complaints were the result of supply and demand -- fewer flights and seats meant there was more overcrowding and that it was harder to book on another plane when flights were canceled.

The survey also ranked the nation's largest airlines on consumer satisfaction, and the timing could not have been worse.

Southwest Airlines maintained its ranking as the airline with the lowest consumer complaint rate, with 0.27 complaints per 100,000 passengers, according to the study.

Delta had the worst rate again, with two complaints per 100,000 passengers.

Source: The New York Post