Survey reveals major air passenger gripes

Lost baggage, hidden fees and unfriendly flight crews are the top reasons passengers would consider switching airlines, according to a new survey.

Customer insight specialist Qualtrics surveyed 520 American airline travellers for its’ inaugural ‘Passenger Pain Index’, which ranks air travel annoyances in order of severity. The study reveals that in 2015, one in five passengers reported experiences so bad they would switch airlines.

48% of respondents would consider never flying with an airline again if it lost their luggage, 42% cited hidden fees while 34% said unfriendly flight crews would make them switch airlines.

One in five premium fliers said uncomfortable seats would prevent them from flying with an airline again, compared to one in 10 economy travellers.  29% of premium fliers said they were “bothered a lot” by poor in-flight entertainment options, compared with 13% of economy travellers.

Annoyances – ‘what bothers you most about air travel?’

Lost luggage was cited as the biggest annoyance by 88% of respondents, followed by;

•         Hidden fees – 80%
•         Cancelled flight – 70%
•         Unclean bathrooms – 69%
•         Unfriendly flight crews – 55%
•         Uncomfortable seats – 54%
•         Bad in-flight service – 45%
•         Lack of legroom  – 45%

45% of passengers said bad hygiene is the biggest complaint they have with fellow passengers, followed by someone kicking their seats and sitting next to someone who is drunk (35%). 30% of passengers don’t mind sitting next to someone who wants to talk, and 49% don’t mind switching seats if someone asks.

The research also highlighted differences in outlooks between genders. 45% of women said hidden fees make them want to never fly with that airline again, compared with 35% of men. 34% of women said unclean bathrooms would make them never want to fly with an airline again, compared with 23% of men. Twice as many women (15%) report being unhappy when flying, compared with 7% of men.

Commenting on the survey, Ian McVey, Qualtrics’ UK manager said: “The research reveals modern airline passenger to be tolerant and forgiving, but they also have their limits. Efficiency, transparency and friendliness are their watch words”.