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

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

3. 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?

4. The Data: 1991 and 2000 United Southwest

5. Possible Cause: On time performance has decreased dramatically

6. 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.