Airline Performance Better But Customers Grumpier

Airline performance improved but consumer complaints rose in 2010, the U.S. Transportation Department (DOT) reports. In its annual report, DOT found that airlines had better on-time records, lost fewer bags and bumped fewer passengers but complaints still rose 28%.

AirTran, which is being absorbed by Southwest Airlines, turned in the best overall performance of the 16 largest carriers, unseating reigning champion Hawaiian Airlines. Regional carrier American Eagle was last.

Southwest once again had the lowest consumer complaint rate (0.27 per 100,000 passengers) while Delta once again had the worst (2 per 100,000).

The DOT found that 80% of domestic flights arrived on time, a slight improvement over the previous year. The rate of mishandled bags – 3.5 per 1,000 passengers) was the best ever – but, of course, far fewer passengers are checking bags now that the airlines are charging extra to handle luggage.

So why are consumers complaining more when the statistics say service is better?

No one knows, of course, but one possible explanation is that air travel has become even more unpleasant, if that's possible. Airlines are flying fewer flights to save money, which means that airplanes are more crowded, making travel more uncomfortable and passengers and crew more irritable.