Congratulations Delta # 1 at Something
 

From the Eflyer newsletter
The Department of Transportation regularly tracks consumer airline complaints in an effort to hold airlines accountable. Customers can log complaints with the Aviation Consumer Protection Division. The DOT recently released its monthly public report of complaints.
Which airline logged the most gripes? Delta Air Lines, with 176 filed complaints. :p

Congrats Delta!
 

Well Congrats, Delta!

Did anyone expect any less of Delta?

Does it surprise you that the largest airline in the world has the highest number of complaints? It would be more meaningful if the statistics were expressed in terms of complaints per passenger mile flown or some other similar manner.

Delta's the biggest airline with the most passengers. It's not surprising there are more total complaints. It doesn't say the rate of complaints per a certain number of passengers is higher. Figures don't lie, but liars can figure.

I can see that DL has more complaints as they carry more passengers, though I wonder how many complaints they would get if they included the SM complaints? HAHA

Agreed... the highest number of complaints is a useless number... Either the number of complaints per passenger mile or the number of complaints as a percentage of passengers flown would tell the real story...

They do report the number of complaints per 100,000 enplanements so that one can rank the carriers. DL received 1.94 complaints per 100k enplanements. Obviously, with such tiny numbers, it hardly seems like something to worry about.


Actually, if you complain about the FF program to the DOT, it will be included in the total. In April, there were 23 FF complaints lodged with the DOT. DL had 11 or fewer complaints about the FF program (the DOT breaks out FF complaints only in total, for the airline detail, they are under the blanket 'other' category).

The real story is that complaints are exceedingly rare.

Congratulations, Delta. Another fine month of serving the American traveler poorly!

The complete report is here.

Nobody's lying. Delta has both the largest number of complaints and the most complaints per 100,000 enplanements.

At least they're consistent. They've maintained this fine rating since last year, although it appears the other majors (UA, CO, US, AA) might be closing the gap.

They do, see above. Delta's ranking is still at the very bottom.

lol we know they didn't take the number one spot for award redemption.At least their consistent somewhere ;)

Actually I think it does show some concern being at the top of the list as they had 75% more complaints than the next carrier down on the list.
Also many folks dont know how or where to file such complaints

IMO the ability to recover/resolve such problems is the most important factor and that is something that for a long time has been a problem from my own observations with Delta and Northwest now as one carrier.
I haven't spent much time looking at the two carriers combined however I perceive it to be on par with their past business behavior

Maybe some here can speak about some noted improvements with customer service/customer relations that I may be unaware of

The OP's just projecting, suffering the knowledge that UA isn't good at anything. ;)

The raw # is meaningless. DL is approx. twice as large as it's closest competitor.

The ratio is bad, no doubt about it, but Delta is not getting worse in this metric. The other legacies have been declining the last 4-5 months in this area. Perhaps Delta is setting the "standard" :rolleyes: for the industry.

Actually, the spread is not caused by complaints about performance-related issues. The spread is pretty much down to an abnormal number of complaints about fares and refunds for DL.

If you remember...NW was the airline that had the worse reputation with respect to service excellence (or lack thereof). Oh how quickly folks forget.

??? I think you're thinking of the NWA in the 90's, the NWA afterwards was focused on customer service, heck they even EMPOWERED their front line staff to take care of the customer (something that DL unfortunately refuses to do - if you want customer service DL forces you to get in line at the customer servicesless centers throughout the airport).....but unfortunately the two companies are now merged and we're stuck with best in class until Richard can actually get the culture fixed (it's coming, look at the new Customer Service center he opened a few months ago, look at the implimentation of the CRM and the proactiveness now in the customer service centers...heck look at the response time of ttu now, days instead of weeks)....you're right, how quickly folks forget

Unless you have an agenda......