People Complain Less About Travel Issues When The Airline Is Smaller
Thursday, January 30, 2014 - 15:10
in Mathematics & Economics
Airline-related complaints made to the U.S. Department of Transportation (DOT) from 2002 to 2012 reveal that passengers were less likely to make a formal complaint about service quality if they were on a long-established "network" carrier. Passengers of low-cost upstarts tended to complain less, even though the quality of service may have been just as poor. read more