Paul Murphy / Eyewitness News
NEW ORLEANS -- According to an annual study of airline quality, passengers are experiencing slightly better performance out of the major airlines.
On-time performance, baggage handling and denied boardings have improved.
But Wichata State Marketing Professor Dean Headley, who co-authored the report, said complaints increased by 28 percent in 2010 compared to 2009 based on U.S. Department of Transportation statistics. Click here to see the study.
"One category seems to dominate the reason for the increase. That was a thing called flight problems, unplanned schedule changes, cancellation, delays, things of that nature," said Headley.
Many of the travelers surveyed by WWL-TV at Armstrong International had issues with the way airlines do business these days, particularly the long list of fees on everything from checked baggage to in-flight meals.
"The extra fees I find surprising. I just paid $25 to check a bag," said business traveler Scott Burke.
"I FedEx my bags, because if you have this many people and you're shipping your luggage on the airline, it's going to cost me the same amount of money as to FedEx them," said Karen Capen, who was traveling to Washington with her husband and four children.
"I don't think you have to have a grommet meal, but you should be able to have something to tide you over until you get to your next destination," said Mary Habbit, who was traveling to Spain.
Tulane Marketing Professor Eric Hamerman said customer dissatisfaction could be a sign of the times. Fuel prices and other expenses are up and the airlines are looking for places to cut costs.
"Is it the fact there are no meals on the plane, is it treatment they get from the flight attendants, is it somebody at the gate, or is it something outside the airline's control, lines at security?"
Despite the complaints the airlines are moving in the right direction according to the airline quality report. Performance scores are up for a third year in a row.
