Airline Passengers Complain Less; CBS and NBC Make Up For It

Both NBC "Nightly News" and CBS "Evening News" on April 2 reported a new study about the decline of air travel quality, without interviewing industry executives.

It confirmed "what a lot of frequent flyers already know -- it has gotten worse," according to NBC anchor Brian Williams.

But buried in both stories was the admission that airline customer complaints are down. NBC's Trish Regan blamed the lower number of complaints on "passengers getting used to bad service."Similarly, CBS reporter Nancy Cordes said "the authors of the study say that might just be because passenger expectations have dropped, too."

Julia A. Seymour
Julia A. Seymour
Julia A. Seymour is the Assistant Managing Editor for the MRC's Business and Media Institute.