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J.D. Power North American airline study says traditional airlines suck
J.D. Power released the results of their yearly airline satisfaction survey, and the results paint a pretty bleak picture of the traditional carriers. Eight of these legacy carriers were reviewed on 8 different aspects of their service:Overall satisfaction, reservation experience, check-in experience, boarding/deplaning/baggage experience, aircraft experience, flight crew experience, in-flight services and costs/fees experience.
United Airlines and US Airways scored "about average" in just one category (in-flight services). In every other category, they scored just 2 points, which is also the lowest possible score. This is a pretty dismal score, and one that shows that United and US are in a serious mess.
Of the low cost carriers, Jet Blue took the prize, though their contest was a very close match between fellow low cost carriers Southwest Airlines and WestJet.
AirTran and Frontier scored mostly 2 pointers in each category, with Frontier managing to snag 2 3-pointers in in-flight experience and aircraft experience.
Bottom line is that the traditional carriers are in a boatload of trouble. As they keep chipping away at their services, and adding more fee based amenities, the low cost carriers have mastered the art of keeping passengers happy.
When you look at the in-flight services, airlines like JetBlue and Southwest outrank even the largest of the legacy carriers, and it has to be quite embarrassing for an airline like United to see the cheap airlines beat them in so many categories.
Reader Comments (Page 1 of 5)
DanW Jul 9th 2009 4:14AM
US Airways in Las Vegas may have the WORST SERVICE EVER. Their ticket check-in was the last one open at 6am, about an hour after their competitors. Seems that US Airways flyers were the only people waiting on line for them to open. Their employees didn't even bother to explain or acknowledge them on their way into their office/locker room. In most cases, they even tried to divert their eyes, to make it look like we weren't even there. I was among those, who had an 8AM flight, who like to check in early, and US Airways did their best to make sure my day started on the low end. Their automated check-in machines didn't work either, so waiting on that hideous line was the only option. They and their employees better start doing a better job for their customers, or they will find themselves watching TV in the morning, collecting LAY-OFF BENNIES, instead of working...
er Jul 8th 2009 6:37AM
there is no question that us airways is the worst of the worst
I sent 10 ltrs to their ceo and never recd any response
they are pitiful in the extreme
alan gaglia Jul 8th 2009 6:41AM
i am anemployee of us airways in buffalo and while that person in vegas had problems;that is the exception rather than the norm.the airline wants us to do more with less and speaking for the dedicated employes in buffalo we make every effort to go above and beyond for the customer.
TJ Jul 8th 2009 8:35AM
What about Delta?
bob b Jul 8th 2009 6:51AM
J.D. powers has not seen that cluster " f "that delta operates at kennedy airport in new york !!!!! what a nightmare !!!!!!! does anyone know what they are doing there ?
Rock Jul 8th 2009 7:14AM
Dan, the way you expressed yourself made it sound as if you believe it to be the fault of the employees. I worked for US Airways, and if our first flight was a 5 am
departure, we were told to report for work at 4:30am. We were told that it was because no one would be there any earlier than that, but we knew that it was to shorten manhours. This was 15 years ago, before the economy tanked. There were always some early risers already on line waiting for who knows how long. And being that I still had to store my personal items, clock-in, etc., why should I have had to start my day by acknowledging dirty looks? So yes, I focused on my am routine proceeded to do my job. I'm retired now, having worked for 3 different airlines in my career and can wholly say that airline employees are and have been doing the best they can with progressively less and less for over 30 years now. Employees in other industries are just beginning to get a taste of that now. I feel for them, but frankly, they're newbies.
Sue Jul 8th 2009 8:20AM
I agree with you Rock. I've worked in Reservations for well over 20 years. We have not had a CEO that really cares about the company since Ed Colodny in the early 1980's. All the others come to collect undeserved millions by putting policies into place that only destroyed the company. I do have to say, so far, with Doug Parker, he at least seems to be trying harder than any of ther others.
Currently we have to take breaks, on-time, as scheduled. Without any control of the type of call you will get prior to break time. Once you miss your break schedule by 2 minutes, you are shown as a bad performer for the day. It doesn't matter that you are good at your job or the reason you were late to break is because you were assisting a passenger. We don't agree with alot of the policies but have to follow them. We work on a computer that is very comparable to Radio Shack's TRS-80. We do the best we can with out-dated 'tools for the job'. There are plenty of wonderful passengers that we talk to everyday. And there are some that are so rude you couldn't believe it if you heard it yourself.
Some are understandable, but others have no reason to be that rude because they have created their 'bad' situation. Nothing the airlines have done. And, I have heard other agents at work being very rude to passengers and their supervisors do nothing about it. I'm truely sorry that anyone has a bad experience when they fly USAirways. I treat everyone I speak with like I would want to be treated when I am their customer. I will take my breaks late and be considered a bad performer by my company as long as I am doing the best job for the passenger.
JS Jul 8th 2009 1:47PM
"Employees in other industries are just beginning to get a taste of that now. I feel for them, but frankly, they're newbies."
Did you just beam to Earth or something!!! Ever heard of the steel industry, the tire industry? Auto workers have been giving back on every contract since 1979! It is just politically incorrect to say anything good about union workers. You white collar workers were the ones who told us blue collar workers we were worthless, lazy, scum working for wonderful, talented people and we just wanted a free ride. After having the tire industry and foundry industry close around me I am now a consultant with a M.S. making tons more money for doing very little.
It is indeed enjoyable watching the shoe on the other foot. What’s the matter sunshine, view not too good from this side of the fence? Tough!!!
gail Jul 8th 2009 7:17AM
Delta is the worst ever! When I went to the Atlanta airport, I was unable to check in at the kiosks-and none of the Delta employees would do anything except wave me in the direction of a loooong line. I missed my flight, finally called Delta while still waiting in line, and they informed me that I had canceled my flight! I said oh yes, that's why I'm at the airport with my luggage in my hand! Someone canceled my flight, but it wasn't me.
kelly Jul 8th 2009 7:19AM
What I dont understand is, didnt the tax payers bailout the airlines right after Sept 11? Now they pay us back by charging for everything?, and if you complain , they get a policeman to arrest you claiming you are a flight risk. I could live with the last part but now they keep raising their fees yet Gas prices came down quite a bit from last year.
Fling Southwest is the best but the drawback is.. no assigned seating and should the TSA decide to pull you aside to do one more security check before you get on, you lose the chance at a good seat and overhead baggage space that you would have gotten if you got on earlier.
mike Jul 8th 2009 8:32AM
Hi, nope bailing out the airlines as you put it was really one thing the government didnt do. United and American both lost 2 jets on 911. Take a look and see if they got any support from the government. Only a bunch of lawsuits. The companies who were already in trouble got help, and it was not much. IF anything it worsened the economy by prolonging any self-readjustment within the industry.
Now you speak of them charging you "for everything"... well when was the last time you ordered a meal at a resturant and they gave you free side dishes? How absurd to expect that?
Also, just try to rent a car, and drive the distance from point A to B and let us see how cheaper you can do that, let alone it will take you 8 times the time to do it too. Do you realize the price of an airline ticket now as compared to one in the '70s is about the same, most cases it is cheaper. Do you want the airlines to attract pilots and mechanics who will settle for wages barely enough to feed themselves? this discussion can go on for hours but management is to blame. If any company ever receives $$, the first thing they do boot the upper level managers.
Joanne Jul 8th 2009 9:46AM
No the airline(s) did not get bailed out after 911. Only America West recieved any financial help and they did not lose any airplanes or employees on that terrible day! United and American were by far the worst hit. United begged for financial help and recieved none. The employees of United took huge paycuts. The pilots took almost a 50% paycut. Truth be told, the airlines are not charging enough to cover expenses. We are a spoiled society who feels entitled to fly across country in $30 million airplanes with some of the most educated crew (in any industry) for $150! Shouldn't we be paying more for such a luxury? What would it cost if you drove or took a bus?
cal10pilot Jul 8th 2009 1:08PM
yup, and if you have plans to leave the country.... sw doesn't go there.... another cost cutting measure, and why they can undercut the legacy airlines.
Ingrid Jul 18th 2009 3:16PM
No, the airlines were NOT bailed out after 9/11. They have not been bailed out during the higher fuel costs either and the public and employees have paid dearly. The employees who have not been furloughed have lost many of the benefits that took years to gain through hard negotiations. My daughter, a fligh attendant for American, earns less than I did as a teacher although she has nearly the same education level that I have. Flight benefits? It took her and her family all day to get a flight from Dallas to Phoenix when they couldn't get into Tucson on a space available basis. Imagine what it is like when others in our family try to fly who have lower priority than the actual employees and their immediate families . . . there are fewer flights available and most are over sold. Benefits are becoming less and less. Even the unions have their hands tied because of the constant threats of bankruptcy. The public is upset over having to wait in lines for security, carrying on more luggage than overheads were ever designed to carry, upset that there are fewer services, etc. and they often take those frustrations out on the airline employees who hear those same complaints all day long. What the public really needs to do is take those complaints to upper management because the employees don't have the power to resolve most of the issues the complaints are about. When you fly and want to take out your frustrations on the poor flight attendant, ticket or gate agent, just remember that those people are overworked because of cutbacks and every bit as frustrated as you are - and multiply their frustration by the number of problems they encounter daily.
Rick Jul 8th 2009 7:57AM
I agree with Gail and Bob. Delta is the all time worst. It amazes me how they treat their customers doesn't reach the news. If you follow the reports Delta has been on the bottom for customer service, baggage and ontime.
Dan Jul 8th 2009 5:41PM
Correction Dan. I work at US Airways in Vegas, and we start at 430am. Breifing usually ends around 445. The counter is fully open around 445-450. The company has cut around about 100 flights, and almost 500 people since last Sept. and there are rumblings almost everyday of more cuts, and another possible merger. We don't know if we are going to have jobs or not. But we still come to work, and service people the best we can! If you got a bad agent, sorry. But we get more good comments than bad, and still are no where near as bad as that precious hub in Philly.
Heather Jul 8th 2009 8:12AM
I took a flight recently on US Airways and I have to say that it was one of the best experiences I've had. Customer service has been extremely helpful with me to get to my destination on such short notice. The staff on the plane and in the terminal was very helpful. I don't believe US Airways deserves such a bad rap. They are a business like everyone else out there doing their best to make it in such a bad economy. As for Jet Blue...they suck. Their prices are not the best out there! Their areas of travel are not consistant nor to they always go where you need to be most. I intend to travel with US Airways again, they were wonderful!
Sue Jul 8th 2009 8:21AM
Thank you Heather. You are the reason I will take the risk of being fired by not taking break on-time as scheduled, to make sure you have a great experience.
Thank you for your positive comments.
Heather Jul 8th 2009 10:20AM
Sue,
It is wonderful people like you who take that extra mile that make our experiences that much better. Thank you!!! And thank everyone out there that does!
Heather
Sue Jul 8th 2009 8:28AM
No Kelly, the airlines did not get a bailout. The airlines had to file bankruptcy as was the process for all companies prior to the 2008 bailouts. The only thing that the government was involved with was retirement. While most of us have no real retirement (do you call $60 a month a retirement for over 20 years of service?) the government did take over that part.