Rather than counting on the relatively few number of people that file formal complaints, it observes how many are searching for solutions to common customer complaints like lost luggage, refund policies, and customer service numbers among others. This study used perhaps the most incredibly clever manner of measurement: internet searches.
If dissatisfied customers rarely file official claims, and if the rating body can’t be trusted, and not everyone checks bags (to have them lost in the first place), wouldn’t the best measure be those with negative searches and customer service issues online?
What do you think?
A great solo travel tip spotted this week on Live and Let's Fly.
