Business
Airline Passengers Have More to Complain About, Report Finds
DAVID KOENIG, AP Airlines Writer
DALLAS (AP) — Think flying is getting worse? A pair of university researchers who track the airline business say it’s a fact.
More flights are late, more bags are getting lost, and customers are lodging more complaints about U.S. airlines, government data shows. Dean Headley, a marketing professor at Wichita State and one of the co-authors of the annual report being released Monday, said passengers already know that air travel is getting worse. “We just got the numbers to prove it.”
For the third straight year, Virgin America led the rankings. The niche airline with a limited route network was followed by Hawaiian Airlines and Delta Air Lines.
Among other findings in the report:
—LATENESS: The percentage of flights that arrived on time fell to 76.2 percent last year from 78.4 percent in 2013. Best: Hawaiian Airlines. Worst: Envoy Air, which operates most American Eagle flights.
—LOST BAGS: The rate of lost, stolen or delayed bags rose 13 percent in 2014. Best: Virgin America. Worst: Envoy. Airlines lose one bag for every 275 or so passengers, but at Envoy, the rate is one lost bag for every 110 passengers, according to government figures.
— OVERBOOKING: The rate of passengers getting bumped from flights rose 3 percent. Best: Virgin America. Worst: a tie, between SkyWest and its ExpressJet subsidiary.
— COMPLAINTS: Consumer complaints to the government jumped 22 percent in 2014. Best: Alaska Airlines. Worst: Frontier.
Regional carriers, which operate flights under names like American Eagle, United Express and Delta Connection, tend to earn the worst marks. They fly smaller planes, so when airlines are forced to cut flights due to bad weather, they ground the regionals first to inconvenience fewer passengers. Envoy Air, which operates most American Eagle flights, finished last in the overall rankings.
But the picture was bleak at the four biggest U.S. airlines too. On-time performance fell and complaint rates rose at American, United, Delta and Southwest. The researchers blamed consolidation through mergers, which has reduced competition.
Headley said airlines performed better in the years after 2001, when travel demand fell and planes were less crowded. Airlines were also losing money. They returned to profitability when the airlines left after mergers limited flights to keep fares up. The average plane is now more than 80 percent full at most airlines, and many flights are oversold.
“They have put the same number of people in fewer airplanes,” Headley said in an interview. “Anytime the system ramps up, it goes haywire.”
Airlines are ordering new planes and making other investments that they promise will lead to better service. Many of the biggest improvements are targeted at the airlines’ most valued customers — those in first-class and business-class sections.
The annual report is now in its 25th year. Headley and Embry-Riddle Aeronautical University professor Brent Bowen use information that the airlines submit to the U.S. Department of Transportation.
___
David Koenig can be reached at http://twitter.com/airlinewriter
Copyright 2015 The Associated Press. All rights reserved. This material may not be published, broadcast, rewritten or redistributed.
Business
Maximizing Your Bank Branch Experience
In a world of online tools that let you make banking transactions with the touch of a button, the idea of visiting a branch might seem unnecessary. However, if you haven’t visited your local branch recently, you might be surprised by what it has to offer. Your branch is much more than a place to deposit and withdraw money – it can offer the opportunity to build valuable relationships with people who can help you achieve financial independence.
Sponsored by JPMorgan Chase & Co.
In a world of online tools that let you make banking transactions with the touch of a button, the idea of visiting a branch might seem unnecessary.
However, if you haven’t visited your local branch recently, you might be surprised by what it has to offer. Your branch is much more than a place to deposit and withdraw money – it can offer the opportunity to build valuable relationships with people who can help you achieve financial independence.
Diedra Porché, Head of Community and Business Development at Chase, talks about how the bank model has evolved to maximize the branch experience for customers; how connecting with your local branch team can help you think differently about money and investing for your future.
How can a customer feel connected to a bank branch?
I love that question because we ask ourselves the same thing every day. Being part of the community means meeting with local leaders to find out what they need from us and then designing our branches around that. For example, at some of our community branches we have what we call a living room where we can host financial workshops, small business pop-up shops or nonprofit organization meetings. We also hire locally. You feel much more connected talking about financial aspirations with people from your community who went to the same high school, place of worship or maybe frequented the same recreation center down the street when they grew up.
How can I build a relationship with my bank?
Customers should feel comfortable sharing their goals, needs and wants with their banker. Also, it helps to remember the Community Manager is there to help solve your finance challenges and build a roadmap for success. You might have a short-term or long-term goal to open a business, build your credit, become debt-free, buy a home, or save for retirement, and our community team can help. At Chase, we strive to make dreams possible for everyone, everywhere, every day. Your financial future starts with building those relationships.
How can customers change negative perceptions they have about managing their money?
Far too often, customers are intimidated when they visit a bank. Our goal is to demystify banking and money myths empowering people to make the right decisions. For example, a big myth is assuming you need a lot of money to have a bank account. You don’t! Another myth is you need to carry a balance on your credit card to build credit — actively using your credit card can demonstrate that you can use credit responsibly but carrying a balance won’t necessarily improve your credit score. Finally, understanding mobile and online banking safety is key. There are so many safeguards and protections in place to guard your personal information and funds.
What’s an easy step one can take to shift their financial behavior right now?
Cultivating self-awareness is a good first step. Start by taking inventory of your spending. Be honest with yourself about what you need and what you want. Too often, people confuse the two, which leads to bad decisions. Rent is something you need to pay. An extra pair of shoes is something you may want but before you buy them ask yourself if that’s the best use of your hard-earned money. Too often, our beliefs and our fears shape our financial realities. If any of those beliefs are limiting your financial behavior, it’s important to question and examine them, and then decide you’re open to learning something different.
What’s one perception about banking that you’d like to change?
I think folks are surprised there are so many resources available and accessible both at our branches and online, it’s always a good idea to visit a nearby branch and speak to a Community Manager or banker. Outside of what we offer in-branch, our teams also work with local neighborhood partners who provide a variety of services to support the community, businesses and residents. I received a unique piece of feedback from an employee who started with the bank and had lived in the same community his whole life. When he visited his local community branch, he said, “Diedra, when I walked in, I felt dignified.” Every time I recount that story, it warms my heart because that’s what we want — we want our centers to belong to the community.
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