MBA 501A – [STATISTICS]

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data_set_description_-_airlines_1.zip
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Data Set Description - Airlines (1).docx

Variables

Descriptions

Flight Problems

Cancellations, delays, or any other deviations from schedule, whether planned or unplanned.

Reservations, Ticketing, Boarding

Airline or travel agent mistakes made in reservations and ticketing; problems in making reservations and obtaining tickets due to busy telephone lines or waiting in line, or delays in mailing tickets; problems boarding the aircraft (except oversales).

Fares

Incorrect or incomplete information about fares, discount fare conditions and availability, overcharges, fare increases and level of fares in general.

Refunds

Problems in obtaining refunds for unused or lost tickets, fare adjustments, or bankruptcies.

Baggage

Claims for lost, damaged or delayed baggage, charges for excess baggage, carry-on problems, and difficulties with airline claims procedures.

Customer Service

Rude or unhelpful employees, inadequate meals or cabin service, treatment of delayed passengers.

Disability

Civil rights complaints by air travelers with disabilities.

Advertising

Advertising that is unfair, misleading or offensive to consumers.

Discrimination

Civil rights complaints by air travelers (other than disability); for example, complaints based on race, national origin, religion, etc.

Animals

Loss, injury or death of an animal during air transport provided by an air carrier.

Other

Frequent flyer, smoking, tours credit, cargo problems, security, airport facilities, claims for bodily injury, and others not classified above.

Percentage of On-Time Arrivals

A flight is counted as "on time" if it operated less than 15 minutes after the scheduled time shown in the carriers' Computerized Reservations Systems (CRS).

The data were obtained from two different sources: The American Consumer Satisfaction Index (ACSI) and the Department of Transportation’s Air Travel Consumer Report. Data were collected for five U.S. airlines ( American, Delta, Southwest, United, and US Airways) that were in operation during the 14-year period from 1998 to 2011. The ACSI rating is a national benchmark of customer satisfaction produced by a private company based in Ann Arbor, Michigan.

Data for the other variables were obtained from the Air Travel Consumer Report, a report published monthly by the U.S. Department of Transportation. With the exception of Percentage of On-Time Arrivals, all independent variables represent specific passenger complaint categories. These are described in the table.

AIRLINES (2).MTW