Flight satisfaction no longer guaranteed
Airlines may say they care about their passengers, but many critics believe their actions say differently. Ashley Milne-Tyte reports on waning customer satisfaction and opposition to a passenger bill of rights.
Travelers try to beat the rush at the airport (iStockPhoto.com)
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Renita Jablonski: Storm season is in full effect in many parts of the U.S. Airline passengers are once again worrying they'll find themselves stuck on the ground for hours. Several airlines are trumpeting their intention to waive last-minute flight change fees. Ashley Milne-Tyte reports.
Ashley Milne-Tyte: You might think airlines would be keen to make it up to passengers after some of this year's major airport delays.
But business travel writer Joe Brancatelli says think again:
Joe Brancatelli: The airlines will tell you they care about their passengers, but everything they do on a day-to-day basis proves to you that they do not.
For example, he says, they're opposing a passenger rights bill. They're in New York federal court today fighting to stop the bill's passage. As for waiving those change fees, Brancatelli says that's part of airlines' usual policy.
Robert Ditchey is an airline industry consultant. He says airlines are feeling the heat from the public and politicians. But they're flying more people than ever before, and flights are a bargain.
Robert Ditchey: Unless the American public is willing to pay more for this product, then you get what you pay for.
He says the days of guaranteed satisfaction are gone, along with exclusive prices.
In New York, I'm Ashley Milne-Tyte for Marketplace.
