Customer Service Is Bad--and Getting Worse!(Brief Article)

When it comes to poor customer service, expect more bad experiences in the airline industry, warns Ramon A. Avila, professor of marketing and director of Ball State University's Professional Selling Institute, Muncie, Ind. Complaints are up 70% over the past two years due to confusing fares, crowded and oversold flights, delays, cancellations, missed connections, and job actions by airline employees.

"Expect rude treatment and expect companies to do the bare minimum because their bottom line is more important than a disappointed customer," he indicates. "We are witnessing the death of customer service in this country."

The airline industry has suffered extensive negative publicity in recent months. TWA had most of its flight attendants call in sick to protest labor negotiations. Northwest Airlines had to shut down its Detroit operations due to a snowstorm, causing delays for thousands of passengers. American Airlines suffered a pilot sick-out that stranded thousands more.

Because the airline industry has failed to police itself, it may take government intervention to improve customer relations. Vice Pres. Al Gore and...