Why do airlines have bad customer service?

Cost being the deciding factor for most fliers, airlines compete on price rather than service, and customers are willing to book the lowest-priced ticket regardless of the airline's reputation for customer indifference.



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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.

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Staffing shortage
Despite $54 billion of taxpayer funds funneled into airlines to keep them alive during the pandemic, most airlines greatly reduced staff during the first year of the pandemic when air travel, and fares, plunged.

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Among the largest carriers, Delta had the lowest complaint rate at 2.66 while Southwest Airlines had the highest at 6.75. PIRG found consumers filed more complaints against U.S. airlines in 2022 than in any year in at least a quarter century.

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Air travel isn't always fun. Things go wrong. And while you're unlikely to get compensated because a summer thunderstorm made your plane late, it's often worth complaining to the airlines and seeing what you can get for your travel inconveniences.

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Besides size, some design experts say airplane seats are not well-designed for human bodies, which explains why they're so uncomfortable. Think of an economy seat as a shirt that's designed to be one-size-fits-all.

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Flying is a stressful experience
Air travel is stressful even under the best of circumstances, and a large part of that comes from having to relinquish control, which happens long before you reach the plane seat. Upon entering an airport, you are sifted through a regimented, mandatory, and inconvenient set of steps.

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U.S. airlines aren't required to compensate passengers for flight delays. Refunds are only guaranteed for entirely canceled flights (assuming the passenger opts not to be rebooked by the airline). There's also no legal requirement for airlines to offer additional flight delay compensation.

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J.F.K. Airport in New York tops the list with a combined average wait time of 48 minutes and 24 seconds. Following JFK is San Francisco International Airport (47:18) and Miami International Airport (45:54).

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The top 10 safest airlines 2023
  • Qantas.
  • Air New Zealand.
  • Etihad Airways.
  • Qatar Airways.
  • Singapore Airlines.
  • TAP Air Portugal.
  • Emirates.
  • Alaska Airlines.


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The air pressure while flying increases the risk of blood clots forming, which is not ideal. Heart complications: If you've suffered a heart attack, stroke, cardiac failure or chest pain while at rest, flying should wait. The lower oxygen levels, increased air pressure, high altitude and more could affect your health.

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Uncomfortable seats, lost luggage and flight delays top the list of passengers' peeves – and airlines are finding solutions.

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And a mix of psychological factors related to the plane's altitude and a perceived loss of control can cause a person to break down emotionally once in the air, DeLuca says. “We have little control over our environment while we are traveling by plane,” De Luca says.

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The process is quick and affordable. You may file a lawsuit against an airline in small claims court as long as the amount you intend to sue for is within the small claims court limit (on average $10,000 or less). Up next: Learn more on how to sue an airline in small claims court.

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Individuals can sue airlines in small claims court for damages caused by an airline's negligence. For example, damages can arise from personal injuries (for example a broken arm) or from emotional distress caused by an airline's negligent treatment.

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If an airline is not honoring its refund policies or the airline's refund policies seem unfair or deceptive consider suing the airline in small claims court. In small claims court, the judge will be the ultimate decider of whether an airline's refund terms are fair or enforceable.

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