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If you said, “Duh” after reading this headline, I don’t blame you. But you might be surprised about why this J.D. Power survey concluded that overall satisfaction with the airline industry has declined to its lowest level in 3 years. It has little to do with higher prices. It has everything to do with customer service. Rather, lack of customer service. Anecdote: A colleague of mine flew American last night; her flight was delayed an hour and the bags didn’t come off the plane until long after passengers gathered at the carousel. “I can deal with that,” she said, “but what I absolutely hated was the surly attitude of just about all the flight attendants. And I’m a ‘no-maintenance’ passenger!” Winners and losers? Coming right up, so keep reading… |
The best overall, of the lower-cost carriers (in terms of customer satisfaction): JetBlue, followed by Southwest. The only other 2 included in this category were Frontier and AirTran which finished obviously in the bottom (it was a tie).
The best overall of the legacy airlines: Continental Airlines and Alaska Airlines in a tie. United and Northwest were tied for the cellar.
My elderly parents flew USAir to Athens this month on a short notice. The plane was 4 hours late on the return leg (late arrival) and they took the last row on the midnight plane from Philadelphia.
They had to explicitly ask for a meal voucher (10$/each)…
Comment by Andy — June 20, 2008 @ 3:51 pm