Airlines hit with e-mail complaints

May 8, 2001

Airplane travelers are sending angry e-mails detailing dismal customer service, shoddy baggage handling and sketchy on-time performance. According to a new survey by Cincinnati-based customer feedback center PlanetFeedback.com, 62 percent of nearly 13,000 e-mails recently sent to airlines are complaints. The rest are questions or compliments.

The study found that positive efforts of a single employee, usually a flight attendant, can reduce frustrations dramatically. Southwest Airlines ranked highest among e-mailers, followed by Aloha Airlines, start-up Jet Blue and Midwest Express. Spirit, America Trans Air and AirTran Airways were lowest. Major carriers, including American Airlines, Delta Air Lines, Northwest Airlines and United Airlines, averaged a "C" grade among consumers.