Have you noticed any improvement in airlines' attempts to communicate delays, schedule information, etc. to passengers since their "customer commitment" programs took effect December 16,1999?
Yes		36%		—
No		64%		—

Have you noticed better treatment/attitudes from flight crews and/or gate attendants since December 16, 1999?
Yes		26%		—
No		74%		—

Have you complained to an airline, hotel or rental car company in the past 12 months?
Yes		57%		—
No		43%		—

If yes, how did you submit your complaint?
Letter		56%		—
In person, on the spot		45%		—
Phone call		19%		—
e-mail		17%		—

Did you receive what you considered a satisfactory response to/resolution of your complaint?
Yes		38%		—
No		62%		—

If no, did you make any further attempts to gain satisfaction?
Yes		33%		—
No		67%		—

Have you ever forwarded a complaint to a third party (Transportation Dept., newspaper/magazine, Web site, consumer agency)?
Yes		26%		—
No		74%		—

Are there any travel companies that you absolutely refuse to use, based on a previous bad experience?
Yes		57%		—
No		43%		—