Can you guess who made our 2017 company watchlist?

By | January 4th, 2017

For years, readers have asked me to publish a warning list of companies that receive too many complaints. And for years I’ve hesitated — for a number of reasons.

For example, how do you determine when a complaint is legitimate? How do you weigh the size of a company against the number of complaints? What about repeat submissions?

But in 2016, I finally did it.

Before I get to the expanded list I promised yesterday, a few words about how we reached these conclusions.

In late 2015, I set up a complaint intake form that required readers submit detailed information and to grant our advocates permission to mediate their case and to write about them. The form separated less serious complaints, which were usually emailed, phoned in, or submitted as forum posts, from the “Mission: Impossible” cases my team and I are known for.

Still, we received 3,534 cases for the year.

After a lengthy internal discussion, we decided not to weigh the numbers. (If you’d like to do that, the comments are open, and please include your math.) We also decided any complaint willing to go through our lengthy form was indeed serious, figured out a way of eliminating obvious duplicates, and we were off to the races.

Here, then, are the 20 most complained-about companies of the year. I’m a little uncomfortable with calling it a “watchlist,” although I’m sure some readers will start referring to it as one.

1.American Airlines39611.21%
2.United Airlines1855.23%
4.Delta Air Lines952.69%
7.British Airways671.90%
8.Southwest Airlines621.75%
11.Viking Cruises441.25%
12.Spirit Airlines431.22%
20.Royal Caribbean210.59%

What to make of this list?

The big story is the airline industry’s dominant performance — specifically, American’s.

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As I noted yesterday, American came in first by a wide margin. United Airlines, the number-two company, had nearly half the complaints.

Complaints to this site are a lot like those filed to any federal agency, like the Department of Transportation or the Federal Trade Commission. For every one grievance, there are probably hundreds — if not thousands — of others.

Other trends worth noting:

  • Expedia, at number three, was the highest-ranked non-airline. We grouped companies like Hotwire and Orbitz with Expedia, since they are all owned by the same company and operate in the same industry. Expedia’s customer service problems are systemic, although there’s some evidence the company is trying to change that.
  • Enterprise is the most complained-about car rental company (number 5) followed by Hertz (6) and Avis (9). Enterprise continues to struggle with overly aggressive damage claims, although the situation is getting much better. If we’d done a comparable list in 2010, Enterprise might have ranked much higher.
  • Viking is the most complained-about cruise line. That’s no surprise to readers of this site, who are used to regular complaints about cruises that turned into bus tours. Speaking from a writer’s point of view, I’m always intrigued when Viking forces a customer to sign a non-disclosure agreement and then can’t tell us the resolution. Guaranteed story!

While I feel customers should be warned about any company garnering more than one percent of our complaints, those ranking lower (13 and under) are being let off with a slap on the wrist. I don’t necessarily recommend avoiding them, but I’d urge you to read the fine print and disclosures carefully and to keep as much of your interactions on email or online chat (and save a transcript).

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One more thing: You’ll find several supporters of this site on the list. Becoming a corporate underwriter means something to us. It means that the company is serious about providing better service and always working toward a goal of zero complaints. But their support doesn’t get them off the list or buy them any special consideration. If we didn’t publish this list as is, how could we call ourselves consumer advocates?

And that’s the goal, of course: To get off the list. This site offers a way. We publish the list of every customer service contact in corporate America, and we urge readers to contact them before filing a formal complaint. If those customer-service contacts ignore the help requests, they will have to deal with us — and with being on this list.

In coming weeks, it’s my intent to have a personal conversation with representatives from all of these companies to figure out how to get them off the 2017 list. I look forward to an honest and productive exchange.

(By the way, you’ll want to save your angry emails until tomorrow, when our Reader’s Choice results are released. The results might surprise you. Stay tuned.)

  • AJPeabody

    Viking does river cruises and therefor is at high risk for unpredictable problems not of their own making. Both low water and high water can make a river unnavigable, leading to the dreaded bus cruise and subsequent complaints. I bet if Viking made these risks prominent before someone could book, they would have fewer complaints. Also fewer bookings.

  • Michael__K

    So then where are all the complaints against other river cruise companies? Viking (according to its own disclosures to shareholders) has nearly half of the North American market share. So if all else were equal, there should be an equal number of aggregate complaints against other river cruise companies. But if you search the archives on this site and on the forums, I think you will find that easily 80+% of the complaints are against Viking.

    Some of the travel agents in the forums have corroborated that, relative to the competition, Viking is unusually inflexible and also uses deeper vessels and aggressively schedules itineraries that are far more vulnerable to low water levels than any other line.

  • Dutchess

    You have Viking Cruises on there at position 11 but shouldn’t their shady gag orders on customer complaints push them higher since they’re withholding refunds (refunds people often rightly deserve) in exchange for non disclosure agreements?

  • BubbaJoe123

    I did the airline weighting based on passenger volumes (including allocating regional passengers to the mainline carrier). Doesn’t change the relative rankings much at all.

  • The Original Joe S

    Rogue’s Gallery List! Ha ha ha ha ha!

  • jim6555

    Good job compiling this. I wish that you had included Spirit Airlines in the matrix. Spirit had 43 complaints compared to Southwest’s 62. Southwest flies 8 times more flights than Spirit. I believe that including Spirit based on it’s passenger volume, it would be close to the top of this list.

  • BubbaJoe123

    Forgot to add them. They come in at 2.4 per 1M pax, so basically tied with AA, and much worse than UA, SW, or DL.

  • jim6555

    Thanks. Your efforts are appreciated.

  • BubbaJoe123

    You’re very welcome!

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