Consumer Reports lists the top traveler complaints in their June 2010 issue. For airlines these issues range from the top-rated luggage fees to minimally irritating, crying babies. For hotels and rental cars unhelpful staff and added fees top the list.
The Top 5 irritations for airline travel:
-
luggage charges
added fees
rude and unhelpful staff
can’t reach a live service rep
poor communications about delays
The Top 3 irritations for hotels are:
- rude or unhelpful staff
added fees
inadequate A/C or heat
The Top 3 irritations for rental cars were similar:
- rude or unhelpful staff
added fees
dirty or damaged car
Click here to see the full Consumer Reports list.
Charlie Leocha is the President of Travelers United. He has been working in Washington, DC, for the past 14 years with Congress, the Department of Transportation, and industry stakeholders on travel issues. He was the first consumer representative to the Advisory Committee for Aviation Consumer Protections appointed by the Secretary of Transportation from 2012 through 2018.
3 of the 5 in the first one are a core part of one airline’s business plan. How do you succeed long-term by purposely doing the exact things that annoy people the most? Are (slightly) lower fares enough to make up for that—especially when the seats are the most cramped in the industry?
Warning — beware the “discovered damage scam” employed by Enterprise Rent a Car. When you rent – you will get a hasty walkaround the car and be pressured to purchase insurance. If you opt not to, and it’s expensive, they will find a ding or a scratch when you return the car and stick you with a bogus charge for “repairs.” Google Enterprise “discovered damage scam” for yourself. I was a victim.