The 17th annual Airline Quality Ratings were released yesterday, and overall performance of U.S. airlines is down for the third consecutive year. Performance fell in the areas of on-time arrival, involuntary bumping and mishandled luggage. An article on USAToday.com summarized some of the findings as follows...
• The industry had about 75% of their flights arrived on time, compared to 77.3% in 2005. Ten out of the 18 airlines had worse on-time arrival performance in 2006 than in 2005. Only three airlines had 80% or greater on-time arrival.
•The industry's rate of involuntary denied boarding worsened in 2006 — to 1.01 per 10,000 passengers from 0.89 a year earlier. Atlantic Southeast was the worst, with 4.47.
• The industry mishandled 6.5 bags per 1,000, up from 6 in 2005. Atlantic Southeast was the worst also in the rate of mishandled baggage — with 17.37 mishandled bags per 1,000 passengers.
http://www.usatoday.com/travel/flights/2007-04-02-airline-quality-report_N.htm
Given the unbelievably poor quality of airline service 4 years ago, it is an outrage that it has only gotten worse in the three years since.
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Simple cause and effect: When companies consistently mistreat their employees they then lose their quality employees who leave to find better work. The only employees left are those who are willing to put up with being mistreated, and at that point they stop caring. Working for an employer who has little respect for you makes it very difficult to work with any sense of pride.
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