Airline Complaints and On Time Percentage: A Correlation Study ISP 120 February 22, 2002.

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Presentation transcript:

Airline Complaints and On Time Percentage: A Correlation Study ISP 120 February 22, 2002

The Issue Airlines are sometimes late Airline passengers sometimes complain about service

Questions Is there a correlation between on time percentage and levels of complaints? If so, how strong is the association? Has the relationship changed over time?

The Data: 1991 and 2000 United Southwest

Possible Cause: On time performance has decreased dramatically

Conclusions The association between on time percentage and complaints has changed over time. In 1991, no association when airlines had higher overall on time percentages In 2000, there was a correlation (R 2 =.6) Currently, we would advise efforts to improve on time percentage in order to improve customer satisfaction.