Airlines fail to make the grade with fliers

The University of Nebraska recently released its annual Airline Quality Rating report. According to the study, which is based on Department of Transportation statistics, airline performance hasn't been this bad since the days of open cockpits.

Over the previous year, there was more luggage lost, more passengers bumped and more flights delayed than any previous year since the study began in 1991.

While some airlines fared better than others, overall passenger complaints rose 60 percent. And if the mail I've received from readers is any indication, most airlines don't deserve a passing grade.

Here is some of what has landed on my desk:

• On checking luggage.

When Martha B. flew to Italy through Canada, her flight wasn't delayed, but her luggage was. In fact, her luggage never crossed the Pond at all. She didn't see it again until she got home.

Martha said she called the baggage hotline number every day and spent more time listening to a recorded announcement than she did sipping Chianti. She said she's through checking luggage. From now on she'll carry her bag onboard.

Vinny L. didn't lose his luggage. However, he paid extra to check his musical instrument, amplifiers and other equipment, which arrived in pieces instead of sound condition. Vinny expected the carrier to reimburse him, but the airline was playing a different tune. Vinny got nothing except aggravation. According to Vinny, there's no point in paying extra to check sensitive equipment that the airline might destroy and then refuse to replace. Next time, he'll use Federal Express.

• On getting bumped.

John C. arrived at the airport more than an hour before his flight. But because one of the scanning machines wasn't operating, security lines took longer than his scheduled flight. When John arrived at his gate 15 minutes before departure, his seat had been given to another passenger. John twiddled his thumbs for three hours before he was finally up in the air.

When her flight to Hawaii canceled, Cinda S. was put on standby for another flight scheduled to depart an hour later. But that flight was oversold. Instead of spending the night sipping a pina colada while watching hula dancers on Waikiki Beach, she spent the night sipping bottled water while watching Jay Leno at an airport hotel. The airline paid for her hotel room, but it didn't make up for her lost day of vacation.

• On being delayed.

Before Dave B. drove to the airport, he checked his computer to verify his flight was on time. Dave had also registered his cell phone number with the airline so he could receive automated departure information. When he arrived at the gate, the agent announced a two-hour delay due to late arrival of the aircraft. According to Dave, there was no excuse. If the airline is going to offer such a service, it needs to be dependable.

Jean C. said she also has registered her cell phone number. Four out of her last five trips departed at least 30 minutes late. But she never received notice of the pending late departures.

Because of heavy loads, bad weather and increased fuel costs, some of the airlines' problems can't be avoided. But that doesn't excuse much of the inferior performance.

If my kids did this poorly in school, they would have been grounded -- which is what is happening to several carriers these days. And even the carriers receiving the best grades deserve the comment "capable of doing better work" on their report cards.

Gail Todd, a free-lance writer,worked as a flight attendant for more than 30years. She can be reached via e-mail at gailtodd@aol.com.