The U.S. airline industry, which has an unenviable record of failing practically every customer-service survey for the last generation, has a new rival: The Transportation Security Administration.
A new poll says the agency charged with protecting the nation's transportation systems offered travelers the worst customer service in 2010. The survey, conducted last week by the Consumer Travel Alliance, found half of all travelers believed TSA offered the worst service, followed by airlines (29 percent), car rental companies (10 percent), hotels (5 percent), cruise lines (3 percent), online travel agencies and bricks-and-mortar agencies (roughly 1 percent each).
Travelers say they picked the federal screeners not because TSA's service is universally bad, but because it is inconsistent.
Wednesday, December 22, 2010