Published on : Saturday, July 15, 2017
The customers filed more than 1,779 complaints about the airline and its hospitality services, up 56.7 percent over May 2016. The airlines earned just two compliments one fewer than the same month last year.
The surge in complaints by the passengers is for the unruly behaviours of the airline authorities and the air hostess. The increase of the complaints began in the month of April also. The complaints jumped 70 percent after three consecutive months in which consumers reported fewer problems.
The complaints followed a series of high-profile incidents, including one aboard an April 9 flight during which a United Airlines passenger suffered a broken nose and concussion when he was dragged off a plane to make room for an airline employee. But the overwhelming majority of the complaints in the month of May concerned more common travel issues, such as flight cancellations and delays.
About 240 customers complained about baggage issues, passengers filed slightly fewer reports of lost, damaged, delayed or theft baggage. There are about 2.32 out of every 1,000 passengers filed a report about a mishandled bag in May.
The Chicago-based United showed the record on baggage complaints that has been improving, but last month the airline also rolled out a policy designed to pacify the passengers when it does lose their bags.
If a customer reports a bag missing and the United fails to track it down within three days, the airline company will pay out $1,500 to cover the value of the bag and its contents. The customers don’t need to provide certification or the support of the credentials, such as receipts unless the lost items were worth more than $1,500.
The new policy of the airline authority was one of the several changes United announced as part of its response to the April 9 passenger-dragging incident.