Have you ever looked back at a recorded statistic and thought, “There’s no way that number is correct!”? My buddy Kirk and I used to work for a NASA contractor together. They didn’t pay very well, so when our mutual friend Diane told us her family owned a catering business that cooked for, and fed the spectators and racing crews out at the NHRA Drag Racing strip in
You have to understand that on a normal day in
It felt like we moved a million sacks of ice that day. For the majority of the day and well into the night, all we did was pick up, deliver, and dump huge bags of ice into bins, nonstop. At the end of the day, I remember lying out across several bags in the back of the ice truck asking Kirk, “How much do you think we moved today?” We counted and calculated, and no matter how much we added it up, it sure felt like we moved more. I think in the end, it was the equivalent of one full 18-wheeler’s container load; all distributed and unloaded by hand in a rickety golf cart… I’ll have to check with Kirk to be sure, but it sure felt more like three trucks worth, than one.
The complaint statistics for air travel from 2007 are in and you won’t believe the numbers. According to the DOT Air Travel Consumer Report division, the major carriers in the
Let’s look at the breakdown:
- 34% of complaints were about “Flights.” This includes cancellations, delays, and missed connections.
- 22% – Baggage. ’nuff said.
- 11% – Reservations, tickets, boarding
- 10% – Customer Service
- 8% – Refunds
- 15% – “Other” which includes high fares, discrimination, and other oddities (like “They won’t let me bring my chicken onto the plane).
If you’re asking, “What about security?” Those complaints go to the TSA. Please, on behalf of myself and the world’s flying community, feel free to complain to the TSA early and often. Even if you just call to complain about your bunions or the bad haircut you got last week… the TSA workers should have their time wasted too.
Where am I going with all of this? Well, the next time you hear that an airline is going to charge extra for checking a bag or for drinking a soda; remember this day. When you break down the numbers, American Airlines only received 582 complaints about their baggage policies. This is .0038% of the people who flew American Airlines last year if you use their published 300 flights per day x 137 seats x 365 days. You’d charge more too if the only backlash you had to fear was less 4 people per 1,000 customers…
EXTRA: If you have questions for Ken regarding business travel, hotels, airplanes, etc, please send an email! Your questions will be recorded and Ken will answer the best ones in his Ask the Expert podcast show.