Air Transport World

Complaints continue to decline. (passenger complaints)(World Airline Report 1989)

In 1987, Continental and Nortwest were the two airlines that epitomized the poor customer service in the U.S. that created a flood of complaints to the Department of Transporatation. Now, with the poorly organized mergers of 1987 behind them, both airlines have continued to improve their service, cutting their complaint rate to one third of that recorded during the previous year.

In general, the U.S. industry has continued to recover from the disastrous year of 1987, when competition for computer-reservation-system position caused schedules to become unrealistic, creating many delays and missed connections that further inflamed passengers already agitated about merger-related service problems. …

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