"Frustration in the air, travel survey finds"

Wednesday, August 22, 2007

Frustration in the air, travel survey finds
By Chris Walsh
The Denver (CO) Rocky Mountain News 


This summer's outbreak of lost bags, flight delays, packed planes and long
lines is taking a toll on U.S. travelers. 
More than 50 percent of people who have taken a trip recently expressed some
level of frustration with airline or airport service, according to a survey
released Tuesday measuring the biggest travel hassles. 

One in three respondents said they were "very frustrated" with flying, and
airline-related concerns ranked as the second-largest irritant behind gas
prices. 

"Pretty much everybody it seems is experiencing some level of pain with air
travel, whether it's not getting served food on flights, dealing with long
lines or going through security at the airport," said Mark Cipolletti,
spokesman for the travel insurance firm Access America, which commissioned
the study. "It's become a major frustration." 

The survey, conducted by global research firm Ipsos Public Affairs, included
responses from more than 1,000 adults who traveled in the past three months.
The results were used to create a Traveler Frustration Index, which will be
updated on a quarterly basis. 

It's no surprise that air travel ranks as one of the worst offenders. 

Airlines have struggled this summer to cope with record demand for air
travel. After cutting back on staff for years, carriers have fewer workers
to handle the influx of passengers. They also are packing more people on
each flight, meaning that there is little wiggle room to accommodate
unexpected problems such as bad weather or mechanical delays. 

"I'm just amazed that it is only half," said Joe Brancatelli, an industry
expert who runs a Web site for business travelers. "When you have one in
three chances of being late, one person per flight is losing luggage, the
in-flight service is bad, the fees are piling up, how can you have a good
experience?" 

Aside from gas prices and airline service, U.S. consumers seem largely
content overall with the state of travel. The Traveler Frustration Index -
which represents a weighted average of survey responses - came in at 4.1 on
a 10-point scale, meaning that travelers haven't come close to reaching the
boiling point. 

Top travel irritants 

Percentage of respondents who expressed some level of frustration: 

   . Cost of gas   78 percent 

   . Airline/airport service   54 percent 

   . Cost of airline, cruise line or train tickets   48 percent 

   . Cost of lodging and/or other attractions   44 percent 

   . Homeland security/ safety issues   38 percent

Source: Traveler Frustration Index

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