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J.D. Power North American airline study says traditional airlines suck

by Scott Carmichael (RSS feed) on Jul 6th 2009 at 12:30PM

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.

Of the eight traditional carriers, Alaska Airlines took the top spot, followed by Continental Airlines. Alaska did such a good job this year, that they scored 5/5 in 6 of the 8 categories. This fantastic result means they take home the J.D. Powers award for 2009 airline satisfaction.

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.

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Reader Comments (Page 5 of 5)

Shelly Jul 8th 2009 9:11PM

I agree jetblue is a terrible airline, and JD Powers ranks them numer 1? What am I missing? they are rude, short staffed always, most cannot speak proper english even when reading the safety info. I always feel like a 3rd rate citizen when I am forced to fly that airline. Southwest has always been on top of their game. Southwest people seem to enjoy the work they do while jetblue people feel and look miserable. Why is that? jetblue needs to rethink the gameplan, and who actually votes for them to win? i suspect they have something invested with JD Powers....

B Jul 8th 2009 9:11PM

"...and it has to be quite embarrassing for an airline like United to see the cheap airlines beat them in so many categories".

Personally I doubt it. I think they just don't care.. at least not the ones who set policy. The CEO's and upper management are drawing thick salaries and will obviously do only what is necessary to protect their do-little jobs, and the hard-working mechanics and flight attendants are already maxed-out doing the work of three people each, and can do no more. The baggage handlers supplement their incomes handsomely by stealing our valuables from our luggage, while the management turns a blind eye. It is a free-for-all at the expense of the flying public, and nobody cares because the airlines will merely threaten to close up shop. The government refuses to intervene because they'd get stuck for all the unemployment, even while we the taxpayers, pay huge subsidies to them already. The whole thing is bad, but is just another sad tribute to big business vs. regular folks. I avoid flying whenever possible.

Dan Jul 8th 2009 9:51PM

What most of you fail to realize is that 99% of the foreign carriers are underwritten and regulated by their governments. Do you really want that here? Also, these surveys are comparing first class with coach on trans con flights....there is a HUGE difference......most of the US public will never fly in first......and beyond all of this is the fact that ticket prices, dollar for dollar are the same that they were in 1960.....do the math.

Peter Jul 8th 2009 10:37PM

Some flight attendants are in the wrong job. Here we go, I will be accused of being a male chauvinist. I have an experience and an opinion. I traveled on United recently to Singapore, via Chicago and Tokyo. The plane was packed, not even standing room. Service was simply bad. It was not service with a smile. Okay, I can accept with no smile, but please don't give me an attitude, like you are doing me a favor. Some of these attendants were middle age, and they looked so disinterested and unhappy playing their role. I am middle age, and I don't want to retire anytime soon, and these ladies shouldn't have to either. But please, find another position, don't do anything that requires face to face contact with passengers. It's depressing. One attendant thought it was okay to toss a pack of pretzel on the tray table next to me. How rude? On the second leg of my "adventure flight" I asked the attendant if I could have a second pack of pretzel. "Oh, I don't know if we have enough for everyone. I will let you know when we finish." Okay, fair enough, but do you think I heard from her again? What do you think? She actually expected me to believe that United brought on board just enough one pack per passenger. OR, is United telling its attendants now to limit one pack per passenger? I didn't need the extra 20 calories anyway. I wonder how long can United survive at this rate?

chris Jul 9th 2009 12:14AM

Peter, I sympathize with your flight issues. I was a 26 year flight attendant for American before retiring last year. Yes, we flight attendants do have bad days. For the most part, we do smile and try to engage our passengers in quick conversation while we are serving in the aisle. Very rarely did I ever fly with another crew member who disliked their job. We are very visible with our position and there are the few times that job stress or life issues can invade our thoughts while working. After 9/11, we lost significant pay, staffing and benefits. It does not appear to be getting better any time soon. We work much longer hours, have shorter rest breaks and take care of many more passengers needs. We do our best. Planes break, weather interrupts or crowded skies delay us...we're wanting to get where we need to be also. We are paid by the flight, not the hour. I promise you, we want to be at our destination also. Pretzels..yes, as sad as it sounds, our pretzel count almost always matches passenger count. We stash any unused bags in the galley from flight to flight to try and provide extras for the next leg. MIddle Aged women doing the job? I applaud them. It is a very physically demanding job. Our age does not indicate our smiling ability. I'm sorry that you had a bad flight. The flight attendant who forgot to bring you back any extras? You probably can't realize how many other passengers asked the same thing. I assure you we try to remember all of our special requests. I've woken up in the middle of the night to remember an item that someone asked for and I forgot about it during flight. I always felt sorry for the oversight.
It's a changing world everyone. We're all doing our best. You're responsibilities as passengers have increased as have ours as employees. We're all doing our best.

cindy Jul 9th 2009 7:41PM

My son and I had reservations with us air from flordia to pennsylvia for the xmas holidays. The flight out of ft. lauderdale was delayed due to an engine problem.When we got off the plane it was never announced that the flight was cancelled. I had to hint down a supervisor to get us another flight 8 hours later. When we got to philly we missed our ride due to an afternoon snow storm that closed the roads. The airline never offered us accomadations. We were stuck in philly overnight. On are flight back we were again bumped {we checked in plenty of time before the flight left]. The service was terrible, the young lady who finnally helped us after many hours, and trying to get a supervisor to help us, who never came to help. We finally got a room at 1100pm at night. And the free ticket is a joke I had to fight with the airline to get a flight for my son this summer, I am afraid I will have the same problem when I try to use mine. We also had a problem with delta last year being bump from a flight, losing are ride and almost losing are ride to spend a week on a boat. I can not believe what has happen to the airlines, it is better to try and get extra time off and drive.

Kathy Jul 8th 2009 11:00PM

I always fly USAirways and have always, 99% of the time had a wonderful problem free experience. The few instances when there was a problem it was the weathers fault which they have no control over.

Paul Jul 9th 2009 12:33AM

I only fly Contential ... They still have a small snak on some of the morning flights as well as the mid evening. Also free movies ... All this from Calif to texas or beyond! I was on Vacation during the hurrican approach to New Orleans for labor day weekend last yr. We had to leave town, got to the airport and the termal was packed and people waiting to get out! Continental brought in empty 757s to get all there costomers out! I know of friends on American, delta, south west that didn't get out to the following day!! Im commited to continental as they were to getting me out of new orleans befor the hurricane!

Steve Jul 9th 2009 12:21AM

The best two airlines that had prestige and pride with their service were.....TWA and PAN AM . Hardly anyone complained . Dignitaries, heads of States and even the Pope flew them .They went in history as the Greatest of Them ALL.

J Jul 9th 2009 1:34AM

Who put JD Power in charge of everything???? Years ago while working at a US car dealer I met some of the JD Power people, they think they are godlike making rude little comments and think everyone should jump and do anything they suggest. Whenever I read an ad that starts with JD Power say... I skip it.

David Jul 9th 2009 2:03AM

I fly United because their routes correspond closely with my territory. I've been using them for 23 years now. But I hardly recognize it as United anymore, and every flight is now just something to endure as part of the work routine. My fear is that the problems aren't just in the passenger compartment - I hope things are better in maintenance.

Jerry Jul 9th 2009 2:11AM

Doesn't anybody get it? The purpose of the article is about the best versus the worst, yet it seems like the ultra negatives out there jump in on the worst carriers so they can continue to whine and whine about the generally sorry state of the airline business. While I agree that American, US Air (what do you expect when you merge with America West) and United are absolutely pitiful, the whiners should try, if they ever have the opportunity, Alaska Airlines. What a class organization! I've flown on Alaska for many years, both on business and for pleasure, and find them to be far, and away, the superior domestic carrier! There is no comparrison!

Jeremy Jul 9th 2009 2:36AM

I have to say that am surprised by Frontier's low showing in the scores. I have flown Frontier for several years now, and I have NEVER had a bad experience or heard of anyone else having one. They are a quality airline that just happens to have lower fares. As for Southwest having a higher score...that's ridiculous. I have flown on Southwest four times and have had lost baggage, delayed flights (all 4 times), and rude flight attendants. They should be at the bottom of the barrel with United.

Pete Jul 10th 2009 12:30AM

I want to thank Chris for sharing with us a different perspective of the flight attendants, from their side of the view. Thank you Chris. If I sound insensitive, I apologize. What I saw was such poor display of customer service, and I felt compelled to voice my opinion. You are right, we all have our bad days. It was so surprising to see several of the attendants acting like they didn't enjoy their work. And tossing a pack of pretzel onto a tray table for the passenger sitting next to me was most unusual and rude.. In all fairness, I also have some very good experience in my travel. One observation which should come as a surprise to anyone who has travel on an Asian airline, like Korean Air, Malaysian Airline, SIngapore Airline - the service is fantastic. I sometimes wonder if the US arilines are not cutting their own throat by cutting staff, cutting service, and nickel and dime you (baggage charge, selling food on board, etc). How can they expect their flight attendants to be at their best if they are overworked and didn't get sufficient rest between flights, like you mentioned, Chris? I think travelers like me are fed up with the conditions they have to put up with. Hooray to you Chris that you survived 26 years of service, and I am sure you are happily retired. Mind you, I am not far behind you with 33 years with the same company.

Kelly Jul 16th 2009 9:34AM

http://www.cbsnews.com/stories/2002/12/09/eveningnews/main532311.shtml

This is for all of you who said the airlines didnt get a bailout. This is what I was referring to.
On top of the comments about paying for everything, I go into a restaraunt, I get my bread and my water for free.
When I buy a car, I get standard options that come with the car. You get a spare tire, you may pay extra for a full size one but you get a spare tire.
As for frustrated customers. People who work the gates are in CUSTOMER SERVICE. It is their job to make the customer happy as it is the job of a sales clerk to make the customer happy. When did we forget that customer service is just that. I understand they see a lot of people and things happen. People get frustrated. How many of you have ever watched AILINE. The reality show with Southwest. That airline knows customer service. They are the best airline out there. They are always helping people even the ones who screw up. That is the kind of airline I expect ALL of them to be like.