Extra fees, rude staff, delays... what annoys you about flying?

June 2010

A survey conducted by the US consumer publication Consumer Reports reveals the top 12 grievances among flyers in the US. Topping the list is checked baggage charges, fees, and rude staff. Do you agree with the rest?

Consumer Reports asked 2,000 Americans about their top complaints regarding air travel. Scores ranged from 1 to 10, with 10 being the most annoying. Checked luggage fees topped the list, scoring 8.4 out of 10 and added fees came in second, registering a score of 8.1. Customer service and the inability to reach a "live" person were the next highest annoyances.

When it came to delays, it wasn't as much the cause of the delay but how passengers were informed. Poor communication about delays ranked higher than the delays themselves. The need for frequent and accurate communication about delays is clear. No matter how well-traveled an individual may be, information is key. Tell the traveler what's going on and maybe, just maybe, there will be enough information to plan alternatives. The lack of communication leads to the common accusation of being held "captive" in an aircraft or at the gate during long delays.

Here is how the rest of the annoyances ranked on a scale from 1, least annoying to 10, most annoying:

• Luggage charges (8.4)
• Added fees (8.1)
• Rude or unhelpful staff (7.7)
• Can't reach a live service rep (7.6)
• Poor communication about delays (7.1)
• Seatmates who hog your space (7.0)
• Flight delays (6.8)
• People who hog carry-on space (6.7)
• Long waits at baggage claim (5.9)
• Long lines for security or check-in (5.2)
• Limited/no snacks (5.1)
• Crying babies, unruly kids (4.9)

Whilst we at Priority Pass can’t protect you from extra fees, baggage claim delays and onboard issues, clearly there is something to be said for being able to escape the chaos and noise of a busy departure lounge every time you travel.

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