Over the years, the U.S airline business has evolved from luxurious promises to distant islands and countries to global headlines regarding the shifty, and sometimes even violent, treatment of customers. Along with the rising costs of baggage fees and extra legroom, the U.S airline business appears to be entering a new era of customer dissatisfaction. While airlines attempt to maintain perks through boasting loyalty programs and elite frequent flyer clubs, customer satisfaction remains questionable.
One of the most prominent recent examples was United Airlines'
Similarly, other U.S airlines have been plagued with scandals. Spirit Airlines
Likewise, the American airway Delta
Some analysts have attributed the decrease in customer service to airline mergers, or the combination of small airlines by bigger airlines. Consumer advocate Bill McGee sums it up the best, stating that "Airline mergers don't improve customer service. When one airline suddenly dominates a route where it previously competed with a merger partner, ticket prices are likely to rise-often considerably."
Although airlines have increased their services with loyalty programs offering frequent flyer benefits, such as lounges, seat upgrades to higher airline classes and choice to board first or last, these benefits are only offered towards elite members, or customers who fly the most. Perhaps only time will tell if customer service will improve for the majority of customers.
- https://www.nytimes.com/2017/04/27/business/united-david-dao-settlement.html?rref=collection%2Ftimestopic%2FUAL%20Corporation&action=click&contentCollection=business®ion=stream&module=stream_unit&version=latest&contentPlacement=7&pgtype=collection
- https://www.nytimes.com/2017/06/14/travel/united-airlines-apologizes-after-2015-video-shows-worker-shoving-customer.html
- https://www.bostonglobe.com/business/2017/05/09/fights-break-out-florida-airport-after-spirit-airlines-cancels-flights/9sceePHKZpOd3o5E5K0m6O/story.html
- http://time.com/money/3831903/airlines-high-prices-bad-service-mergers/
- http://www.travelandleisure.com/travel-tips/points-miles/airline-secret-elite-delta-united-american