Scott McCartney

speaker

3,086 appearances 43 recordings 1 series first heard Jul 2017 last heard Dec 2021

Scott McCartney’s voice in public audio — every appearance, attributed to the second.

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It was a year when you could sort of hit the reset button. voice-verified

Everything changed in terms of operations. voice-verified

There wasn't the congestion that we've seen in past years at all. voice-verified

But what I thought was really interesting was who came out on top was sort of the better airlines performed really well. voice-verified

And the airlines that haven't performed as well in the past still didn't perform as well. voice-verified

So Southwest ended up number one. voice-verified

It actually edged out Delta. voice-verified

Delta had been great. voice-verified

the top of our survey for the past three years. voice-verified

But Southwest had been right behind them and this year overtook them. voice-verified

And at the bottom was American. voice-verified

And it was the second year in a row for American. voice-verified

American has consistently performed poorly in terms of operational reliability compared to other airlines. voice-verified

It was almost all refunds, tickets, just problems with vouchers, anything to do with getting your money back, basically. voice-verified

And the complaints, people had really good reason to complain because there were several airlines that weren't following the rules. voice-verified

and weren't giving people refunds when they were entitled to refunds. voice-verified

The two huge complaint drivers in this were United and Frontier. voice-verified

And they had changed their rules along the way multiple times and really angered a lot of customers. voice-verified

United has since said they made mistakes, and now they realize they would do it differently. voice-verified

But it was a really tough year, and overall complaints were up more than 500%. voice-verified

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