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  • Passenger complaints against airlines set to double this year after catastrophic 2022

    Passenger complaints against airlines set to double this year after catastrophic 2022

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    The U.S. Department of Transportation on Monday announced a $140-million fine against Southwest Airlines following the company’s disastrous 2022 travel season that was highlighted by thousands of canceled flights and millions of frustrated fliers.

    The fine, assessed for “numerous violations of consumer protection laws,” was “30 times larger than any previous DOT penalty for consumer protection violations,” according to a DOT statement.

    Southwest canceled nearly 17,000 flights and stranded more than 2 million passengers during last year’s Christmas and New Year’s holidays, according to DOT.

    During the travel crisis, “Southwest confronted unprecedented operational, volume-related challenges yet acted with diligence and in good faith,” the airline said in a statement Monday.

    Southwest has put in place “significant investments and initiatives that accelerate operational resiliency, enhance cross-team collaboration and bolster overall preparedness for winter operations,” President and Chief Executive Officer Bob Jordan said.

    Though it’s hard to imagine a worse outcome for air travelers than last year’s debacle, newly released data show that passenger complaints filed with the DOT across all airlines more than doubled in the first five months of 2023 from the same period in 2022.

    The data, analyzed by the U.S. Public Interest Research Group, showed a 109% year-over-year increase in complaints against airlines from January through May. The number of air travelers increased 14% in the span.

    More than a third of the complaints addressed flight scheduling, including cancellations, delays and issues with connections, the data showed. About a fifth of the complaints related to problems with refunds.

    The third most common complaint was lost or damaged items. These were similar in proportion to complaints from 2022, PIRG noted, but the volume of complaints increased dramatically.

    A separate document, the DOT’s Air Travel Consumer Report, notes that the number of mishandled bags jumped in September 2023 to 198,256, with a rate of .53 bags mishandled for every 100 passengers flying. This is up from 177,304 bags and a rate of .48 bags for every 100 passengers in September 2022, according to the most recent DOT data.

    The agency will have to adjust, as “consumer complaints are not returning to pre-pandemic levels,” the report states.

    Complaints in 2020 reached the highest levels ever recorded, but 2023’s total will be significantly higher if the trend from January through May continues.

    With the Christmas travel season ramping up, fines like those imposed on Southwest Airlines could give travelers some comfort.

    “If airlines fail their passengers, we will use the full extent of our authority to hold them accountable,” said U.S. Transportation Secretary Pete Buttigieg.

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    Terry Castleman

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  • USC neuroscientist faces scrutiny following allegations of data manipulation

    USC neuroscientist faces scrutiny following allegations of data manipulation

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    A star neuroscientist at USC is facing allegations of misconduct after whistleblowers submitted a report to the National Institutes of Health that accused the professor of manipulating data in dozens of research papers and sounded alarms about an experimental stroke medication his company is developing.

    The accusations against Berislav V. Zlokovic, professor and chair of the department of physiology and neuroscience at the Keck School of Medicine of USC, were made by a small group of independent researchers and reported in the journal Science.

    The report identifies allegedly doctored images and data in 35 research papers in which Zlokovic is the sole common author. It also raised questions about findings in Phase II clinical trials of a drug called 3K3A-APC, an experimental stroke treatment sponsored by ZZ Biotech, the Houston-based company Zlokovic co-founded.

    Preclinical data appeared to have been manipulated, the report authors allege. In addition, the Phase II results appear to contain errors that would skew interpretation of the data in favor of the drug.

    An attorney for Zlokovic said the neuroscientist takes the accusations “extremely seriously” and was “committed to fully cooperating” with a USC inquiry into the matter. However, he said his client could not comment on the allegations while the review was pending.

    “Professor Zlokovic would normally welcome addressing every question raised, insofar as allegations are based on information and premises Professor Zlokovic knows to be completely incorrect,” attorney Alfredo X. Jarrin wrote in an email. “And other questions address work not performed at his lab or papers where he was not the senior author or contact author and his role was limited.”

    The university also issued a statement saying it takes allegations of research integrity seriously. “Consistent with federal regulations and USC policies, the university forwards any such allegations to its Office of Research Integrity for careful review,” the university said in a statement. “Under USC policy, this review is required to be confidential. As a result, we are unable to provide any further information.”

    Last year, USC’s Keck School of Medicine received from NIH the first $4 million of a planned $30-million grant to conduct Phase III trials of the experimental stroke treatment on 1,400 people.

    Given the serious issues outlined in their report, the whistleblowers say those trials should be stopped immediately.

    “It should certainly be paused in my opinion,” said Matthew Schrag, an assistant professor of neurology at Vanderbilt and co-author of the whistleblower report. “There are red flags about the safety of that treatment.”

    He said that evidence from the USC-led phase II trial of the drug, which was published in 2018 and called RHAPSODY, raised questions of patient safety. Patients in that trial were more likely to die in the week after treatment, and more likely to be disabled 90 days later than those who were given a placebo.

    In addition, Schrag said, some patients given the placebo had to wait longer for the standard stroke treatment of the drug tPA or surgery to dissolve the blood clot.

    “The faster you’re able to intervene to either restore blood flow with the drug or restore blood flow by removing the clot, the more brain cells survive,” he said.

    He added that he did not believe the delay was intentional but that it had the effect of “skewing the results in favor of the drug.”

    Schrag previously raised questions about the integrity of other neurological research, work he said was separate from his employment at Vanderbilt.

    Scientists have questioned Zlokovic’s research anonymously for years, Schrag said. Many of these concerns were published on PubPeer, a website on which anonymous contributors can examine scientific papers and highlight potential flaws.

    Yet scientists working with Zlokovic did not complain publicly, he said, allowing the studies to continue for years and succeed at attracting tens of millions of dollars in taxpayer funding.

    “I think people are concerned about the potential for backlash for harm to their own careers,” Schrag said. “And so I think that motivates people to just go along.”

    In its report, the journal Science interviewed four former employees of Zlokovic’s lab who said that Zlokovic routinely pressured them to manipulate data. Two said they were told to discard notebooks with results that didn’t fit preferred conclusions he hoped to reach.

    “There were clear examples of him instructing people to manipulate data to fit the hypothesis,” one former employee told the journal.

    The severity of the data manipulation charges merits a thorough investigation of Zlokovic’s data, said Elisabeth Bik, a microbiologist and scientific integrity consultant who co-wrote the whistleblower report.

    “Appropriate steps would be for USC to ask Zlokovic to give them the lab’s notebooks and data,” Bik said. “For example, for images where it appears that certain parts might have been duplicated or erased, the original images as they came off a scanner or microscope need to be compared to the published figure panels.”

    Bik is among a subset of the report’s authors who are considering filing a federal whistleblower lawsuit. Should the NIH deem that any federal grant money was used improperly, a successful suit would entitle the plaintiffs to a portion of the money the government can claw back.

    Zlokovic has received roughly $93 million in NIH funding, according to Science. A spokesperson for NIH’s Office of Extramural Research would not comment on the specifics of the case.

    “We take concerns related to research integrity very seriously, and this may include allegations of research misconduct,” the office said in a statement.

    Over the years, Zlokovic has created several biotech companies aimed at commercializing his scientific work. In 2007, he co-founded ZZ Biotech, which has been working to gain federal approval of 3K3A-APC.

    Last year, Kent Pryor, ZZ Biotech’s chief executive, called the drug “a potential game-changer.”

    “I believe, based on the positive clinical results to date, our 3K3A-APC will potentially create the first new drug class to treat ischemic stroke since 2003,” Pryor said.

    On Tuesday, Pryor declined to comment on the details in the whistleblowers’ report. “I don’t want to get into particular explanations right now because of the ongoing investigations,” he said.

    He said the Phase III clinical trial had not yet begun.

    Zlokovic is a leading researcher on the blood-brain barrier, with particular interest in its role in stroke and dementia. He received his medical degree and doctorate in physiology at the University of Belgrade and joined the faculty at USC’s Keck School of Medicine after several fellowships in London.

    A polyglot and amateur opera singer, Zlokovic left USC and spent 11 years at the University of Rochester before returning in 2011. He was appointed director of USC’s Zilkha Neurogenetic Institute the following year.

    “My role will be to enhance an already very strong neuroscience base and try to make USC the No. 1 place in the neurosciences in the country and the world,” Zlokovic said upon rejoining the USC faculty. “It’s a big goal, but I think, with what’s going on right now, it’s actually moving in that direction. I think that could be my greatest contribution.”

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    Corinne Purtill, Melody Petersen

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  • As most stores close for Thanksgiving, Black Friday may bring the biggest crowds since before COVID

    As most stores close for Thanksgiving, Black Friday may bring the biggest crowds since before COVID

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    Stay home and eat your turkey. Most stores, other than supermarket and pharmacy chains, aren’t open until Black Friday morning.

    The frenzied mall mobs characteristic of Black Friday — and Thanksgiving, until COVID shutdowns squashed that retailer move to out-compete one another — had faded even before the pandemic, with the growth of e-commerce and ever-earlier holiday promotions, which this year began well before Halloween.

    Despite evidence showing that shoppers recently have pulled back, data from consumer surveys indicate that overall spending is expected to hit unprecedented levels this holiday season.

    U.S. consumers, buoyed by a robust labor market, have demonstrated unexpected resilience even as they contend with stubborn inflation. But to pull off this spending feat, a significant number of shoppers are expected to rely on credit cards and buy-now-pay-later plans to fund their holiday spending this year.

    “They might buy fewer gifts because things are more expensive, but we expect spend to be up,” said George Noceti, a wealth advisor at Morgan Stanley. “So we think that this will be another banner year in terms of Black Friday, Cyber Monday, and all the discounting that goes on in January.”

    The National Retail Federation predicted that holiday spending will be up 3% to 4% from last year, reaching record levels between $957.3 billion and $966.6 billion. The increase in spending is predicted to slow from last year’s 5.4% boost, according to the trade group’s data.

    Online shopping is expected to be robust, starting on Thanksgiving.

    “Now it’s very online focused, and we’re really looking to see the online velocity surge on the major days like Black Friday and Cyber Monday,” said Vivek Pandya, lead analyst at Adobe Digital Insights. In line with recent years, e-commerce sites are expected to be inundated on Black Friday and Cyber Monday as consumers shop from the comfort of home.

    The four-hour window from 6 to 11 p.m. Pacific time Monday is expected to be the busiest shopping period of all, with spending projected at nearly $4 billion, according to Adobe Analytics data.

    Black Friday may not be the bellwether of the holiday shopping season that it once was, but overall retail sales during the season remain an important gauge of consumer health and a key source of retailer profits. Consumer spending on goods and services accounts for nearly 70% of the nation’s economic activity.

    Although retail sales and consumer confidence fell in October, people feel differently about the holidays.

    “We’re seeing disproportionately more optimism as it relates to holiday shopping versus regular day-to-day and regular discretionary shopping,” said Mrin Nayak, a managing director and partner leading holiday research at Boston Consulting Group.

    Consumers want major discounts, and they are likely to find them this year. Holiday discounting lagged in 2020 and 2021 in response to economic uncertainty and fueled by consumers’ increased savings during the stay-at-home era of the pandemic.

    Given the precarious situation of many consumers, retailers know that shoppers are demanding major discounts — and will hold out for the best deals. Analysts project that many shoppers will also rely on credit cards or buy-now-pay-later programs to finance their holiday purchases, a strategy that carries the risk of added interest and other costs.

    Many retailers offer buy-now-pay-later programs. And most buy-now-pay-later apps — backed by companies including Afterpay, Klarna and Affirm — let users split their final bill into four interest-free payments, an attractive alternative to using credit cards, which have an average interest rate more than 19%, according to November data from Bankrate.

    “The consumer is bargain-hunting this year,” Nayak said. “They are looking for deals to counter inflation, and they are looking to make sure that they’re shopping at places that give them really differential value versus the rest of the year.”

    The latest Adobe Analytics figures show that in the days leading up to Black Friday, retailers were already marking down products in popular categories: Electronics, appliances, toys and apparel were discounted on average more than 20%.

    “I think because we’re seeing this level of discounting that we’re profiling across these categories, it’s helping keep consumers incentivized to spend this season,” Pandya said. “But we’re expecting the discounts to get bigger and better on these major days between Black Friday and Cyber Monday.”

    Low unemployment is expected to help power the shopping season. The U.S. job market has remained steady despite pressure from rising interest rates, with employers adding an average of 204,000 jobs a month between August and October.

    “The unemployment rate is extremely low, so people are getting a paycheck,” Noceti said.

    Gen-Z and millennials are predicted to spend big this year, fueled by low unemployment and healthy wage gains in their demographics.

    “Labor markets have disproportionately favored younger generations that might have more disposable income this holiday season,” Nayak said. “And so we’re expecting to see that divergence in the consumer based on generation on willingness to spend.”

    One third of Gen-Z and millennials plan to spend more on holiday gifts than last year, according to findings from Boston Consulting Group. At the same time, only 20% of baby boomers plan to spend more, squeezed by inflation and fixed income budgets.

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    Carly Olson

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