Why airlines can get away with bad customer service?

Why airlines can get away with bad customer service? Why is customer service not emphasized in the airline industry? It's a commodity business, at least in economy, and 50% of your passengers you may never see again. At the low end, they compete on price, not service. It's not much different than any other mass market consumer product these days.

How do airlines handle customer complaints?

Filing a complaint with an airline or a ticket agent. DOT requires airlines to acknowledge consumer complaints within 30 days of receiving them and to send consumers written responses addressing these complaints within 60 days of receiving them (30 days for disability-related complaints).

How do you fix bad customer service?

Why is customer service so bad now?

Lack of resources: Some companies may not provide their customer service representatives with the necessary tools and resources to address customer issues effectively. Increased demand: With the rise of e-commerce and the internet, customers now have higher expectations for customer service.

Why do companies make it so hard to contact customer service?

The answer to why companies make it hard or impossible for people to call them is simple: It saves them money. It's more expensive to hire a person in a call center — assuming they can find people who want to work there — than it is to engineer some chatbot that offers up canned answers on a website.

Which airline get rid of customer service?

Frontier Airlines scrapped its customer service call line. Here's how that's going. Frontier Airlines did away with its customer service call line a few months ago in favor of a messaging-based system available on multiple platforms.

Do any airlines have good customer service?

Here are the best airlines for customer service Customers say they like perennial favorites, including JetBlue, Southwest, Delta and Alaska. And in 2022, these carriers came through for passengers again — to a point.

What airline is most complained about?

In 2022 year, Frontier Airlines reported 20.26 customer complaints for each 100,000 enplanements on domestic-scheduled operations. This was the highest rate of customer complaints among U.S. carriers.

Does complaining about an airline do anything?

DOT requires airlines to acknowledge consumer complaints within 30 days of receiving them and to send consumers written responses addressing these complaints within 60 days of receiving them (30 days for disability-related complaints). DOT also asks that ticket agents respond to consumer who file complaints with them.

Can I sue an airline for bad customer service?