Authors
Dr. Marlene Smith
University of Colorado Denver
Objective
Analyze and compare baggage complaints for three different airlines using descriptive statistics and time series plots. Explore differences between the airlines, whether complaints are getting better or worse over time, and if there are other factors, such as destinations, seasonal effects or the volume of travelers that might affect baggage performance.
Background
Anyone who travels by air knows that occasional problems are inevitable. Flights can be delayed or cancelled due to weather conditions, mechanical problems, or labor strikes, and baggage can be lost, delayed, damaged, or pilfered. Given that many airlines are now charging for bags, issues with baggage are particularly annoying. Baggage problems can have a serious impact on customer loyalty, and can be costly to the airlines (airlines often have to deliver bags).
Air carriers report flight delays, cancellations, overbookings, late arrivals, baggage complaints, and other operating statistics to the U.S. government, which compiles the data and reports it to the public.
The Task
Do some airlines do a better job of handling baggage? Compare the baggage complaints for three airlines: American Eagle, Hawaiian, and United. Which airline has the best record? The worst? Are complaints getting better or worse over time? Are there other factors, such as destinations, seasonal effects or the volume of travelers that affect baggage performance?