PDF
…100,000 passengers) of all airlines. Delta
had the highest consumer complaint rate (2.00 per
100,000 passengers) of all airlines rated.
Customer complaints per 100,000 passengers
increased from 0.97 in 2009 to 1.22 in 2010. The majority
of complaints were for flight problems (32.9 percent),
baggage (15.9 percent), reservations, ticketing and
boarding (13.1…
https://www.wichita.edu/academics/business/research-connection/_documents/RC-July2011.pdf