Airline passengers’ biggest complaint: fees
Here’s the answer to what is airline passengers biggest complaint: not flight delays or overbooking, as you might imagine, but having to pay for baggage, and dealing with rude employees.
Consumer Reports asked 2,000 Americans to rank their complaints about airlines, hotels and rental car companies. At the top of the list: airline luggage fees.
The survey also found that airline ticket fees and rude behavior by staff were not far behind.
"Two themes emerged. One of them was added fees. That really irritated people regardless of the industry," said Mark Kotkin, of Consumer Reports. "For airlines, in particular, it was the new luggage charges."
The other main irritant, across all three industries, was rude or unhelpful staff.
Kotkin suspects passengers find charges for luggage so irritating because they are new and they are expensive.
"It just hit a sensitive spot with travelers," he added in an interview. "Clearly, I think, the message is there — if you want to annoy people charge for luggage."
Surprisingly consumers questioned in the poll said lack of information about airline delays was more aggravating than the delays themselves. Passengers were also annoyed by fellow airline passengers who hog seats and carry-on space.
By David Wilkening
David
Vegas’s Billion-Dollar Secrets – What They Don’t Want Tourists to Know
Visit Florida’s New CEO Bryan Griffin Shares His Vision for State Tourism with Graham
Chicago’s Tourism Renaissance: Graham Interviews Kristin Reynolds of Choose Chicago
Graham Talks with Cassandra McCauley of MMGY NextFactor About the Latest Industry Research
Destination International’s Andreas Weissenborn: Research, Advocacy, and Destination Impact
Graham and Don Welsh Discuss the Success of Destinations International’s Annual Conference
Graham and CEO Andre Kiwitz on Ventura Travel’s UK Move and Recruitment for the Role
Brett Laiken and Graham Discuss Florida’s Tourism Momentum and Global Appeal
Graham and Elliot Ferguson on Positioning DC as a Cultural and Inclusive Global Destination
Graham Talks to Fraser Last About His England-to-Ireland Trek for Mental Health Awareness
Kathy Nelson Tells Graham About the Honour of Hosting the World Cup and Kansas City’s Future
Graham McKenzie on Sir Richie Richardson’s Dual Passion for Golf and His Homeland, Antigua
ADS PRO 
France prepares for a massive strike across all transports on September 18
Turkish tourism stalls due to soaring prices for accommodation and food
CCS Insight: eSIMs ready to take the travel world by storm
Germany new European Entry/Exit System limited to a single airport on October 12, 2025
Airlines suspend Madagascar services following unrest and army revolt