Airlines need to look for ways to reduce delays and cancellations and provide more information to fliers, according to a report released Wednesday by the U.S. Department of Transportation inspector general’s office.
“As is, traveling is never, ever fun,” said Shafi Jourabchi, who lives in Boulder. “Delays just add to the unknown.
“It’s a frustration, not knowing what is going to happen next. Is it 10 minutes? Two hours? The whole day?”
At Denver International Airport, 78.6 percent of flights departing in the year through September were on time, putting DIA at the No. 16 position in on-time performance among major airports in the U.S.
The report cited 99 routes across the country that were late 80 percent or more of the time in September. None of those routes were to or from Denver.
Some flights are almost dependably late. For example, Comair Flight 5283 from New York’s JFK airport to Washington Reagan National was late 100 percent of the time in September, according to the U.S. Bureau of Transportation Statistics.
The report, which focused on airline customer service, also said the DOT should “take enforcement actions” against airlines that consistently advertise flight schedules that are unrealistic. It said the DOT should improve oversight of consumer- protection requirements, including deceptive advertising rules.
With fewer seats available for redeeming frequent-flier miles, airlines also need to give customers more information on frequent-flier award redemptions, according to the report.
For United Airlines in 2005, rewards made up 6.6 percent of traffic measured in revenue passenger miles. That’s the lowest rate among the six airlines with the largest frequent-flier programs, and is down from United’s 9 percent rate in 2003.
United spokeswoman Megan McCarthy said in an e-mailed statement that the airline is continually working to make its program more valuable for its frequent fliers.
The report said airlines need to improve training of employees who help passengers with disabilities.
Furthermore, airlines should standardize compensation for passengers who get bumped from flights.
“While the report notes a few areas for improvement, the airlines have worked diligently to reduce the rate of annual complaints 70 percent since 2000,” the Air Transport Association, an airline-industry group, said in a written statement from chief executive James May.
Airlines’ financial troubles and cutbacks in the past five years have meant a “profound change” in the airline industry, according to the report.
Among some of the largest airlines, United had the biggest cut in staffing, with a 41 percent reduction in its workforce between 2000 and 2005. It also had one of the biggest cuts in flight capacity. United cut its capacity, measured by available seats, by 22 percent between 2000 and 2005, according to the report.
Staff writer Kelly Yamanouchi can be reached at 303-954-1488 or kyamanouchi@denverpost.com.
