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U.S. legacy carriers grab top spots in "worst company" chart
Ask anyone what they consider to be a "bad company", and most of them will mention their bank, their regular airline and their cable company. Because of this, U.S. airlines tend to score pretty bad in the monthly report from the American Customer Satisfaction Index.Business Insider collected the most recent data, and lists the top 18 worst companies in America - and it'll come as no surprise that four of the top ten companies are airlines.
In fact, Americans think so little of the legacy carriers, that the ones that made the list even managed to score lower than the biggest banks.
When customers think United Airlines scores worse than banks that have been in the news due to mortgage fraud issues, you just know they suffer from a customer service problem. In the top ten, here are the worst airlines in America:
#7 - American Airlines
#6- Delta Airlines
#5 - US Airways
#2 - United Airlines
The one thing these airlines all have in common is baggage fees - and sure enough, the common complaints mentioned in the research all point to baggage fees being a reason for customers to rate them so low. Delays are of course also a big factor in how passengers rate customer service. None of the low cost carriers made the list, and no carrier with free baggage allowances is mentioned either. Bottom line; if an airline is going to charge for baggage, they'd better make sure the rest of their service is top notch or they'll be stuck in this list forever.
Filed under: North America, United States, Airlines
Reader Comments (Page 1 of 2)
Phillip Nov 16th 2010 2:20PM
Chris Ordndorff flies for Delta, and he thinks they cannot do without him. He stinks!
rob Nov 16th 2010 8:07PM
lol Who in the world is Chris Orndorf???
Simzee Nov 16th 2010 2:51PM
If you fly....YOU deserve all the bullshyt you get. You pay to fly then you complain for nothing. Don't like the comment? Too bad ...deal with it.
Howard Nov 16th 2010 3:07PM
I have not flown in years, at one time I was flying 100's of thousands of miles per year, that was when we still had an airline industry when it was a pleasure to fly Pan Am in it's het day. United is the airline that destroyed the industry and deserves to go down the tubes. Delta at one time was trying to emmulate Pan Am and was America's last great airline.
Jessica Nov 16th 2010 3:19PM
I thought Delta was wonderful. I don't like Southwest. American airlines is bad, U.S. airlines is bad too. United I'm not sure about.
Vince Nov 16th 2010 4:29PM
Hey, Jessica -- Here's an indication that you don't know one major airline from another; just winging your uninformed opinion out there. Anyone who's aware of their corporate names wouldn't use the term, "U.S.(as in United States) Airlines for US Airways. You probably don't watch any news, or you'd remember the, "Miracle on the Hudson", on 1-15-09, involving US Airways flight 1519.
Kyle Nov 16th 2010 5:18PM
Try Virgin America Airlines based in San Francisco. They don't fly to a lot of destinations (yet) but they are expanding. THEY ARE bringing back customer service and make it a pleasure to fly. I love them.
Rob Nov 16th 2010 8:11PM
It's great to see someone bringing back customer service, maybe the rest (especially united) will follow suit!
ruler777 Nov 16th 2010 3:45PM
Scott,
Forever is one word. It is so amazing to me how people become reporters, journalists, and editors when they cannot spell or use correct grammar. It is a sad example of the job our schools have done in the past twenty years.
The airlines said they were charging baggage fees to cover high oil prices. However, when oil went back down, they kept the fees. It was supposed to be temporary just like the income tax. Isn't it funny that anything temporary that makes money becomes permanent.
papam11 Nov 16th 2010 3:55PM
Southwest is a "cattle call."
Gabby Nov 16th 2010 4:24PM
Jetblue is the worst for service and flight times. Its a bargain basement airline that has terrible customer service, mean gate agents, FILTHY restrooms, they make the flight attendants clean the planes and it shows. Disgusting floors, seats, tray tables. You get what you pay for people LOW COST CARRIER............equates to LOW CLASS SERVICE.......
JC Nov 16th 2010 4:28PM
God bless Southwest Airlines!
Phil Bittle Nov 16th 2010 5:12PM
99% of American companies don't even know the definition of the words "customer service".
PHIL
Michelle Nov 16th 2010 5:20PM
Why don't they start charging for EVERY passenger especially those under two. EVERYONE on the plane has to have a ticket. I am tired of having an obvious over two year old kick the back of my seat because mommy is trying to fly him for free. THAT's the way to make more money.
Gioia Nov 16th 2010 5:47PM
I actually had a horrible experience with Delta.I was flying from Paris to New York(with Air France),and then NY to Boston with Delta.I was with my dad,who had recently been in a major car accident(while in Paris),who had to be laying at a large recline most of the time so as to not hurt his back.Hence,we had to fly buisness.When I landed,I had to bring my suitcase with me to the Delta building,where the plane was flying out of.I was positive every zipper was closed.Since they were remodeling,I had to walk about a quarter mile(with at least 50 pounds of luggage) and then check in at a dingy counter that looked like it had never seen Lysol. Once getting through the disgusting security line, we had to wait 4 hours because the flight attendents were running late! They didn't assign us seats until the last minute,and we got stuck in the very back row,next to the bathrooms,because they don't have buisness class(only 1st and economy).We explained the issue to them, and a flight attendent who was seated in first grudginly gave my seat to my father.When we arrived in Boston,every outside pocket was turned inside out and my things had been unfolded and stuffed back in hastily.Worst of all, one of my bracelets(which I had forgotten about in one of my jean pockets),was gone.I went through the entire suitcase,but it wasn't there. I will NEVER fly Delta again
dlg Nov 16th 2010 5:15PM
I just recently started flying Delta and I am not sure how I feel about them except for the first time ever at 5:30pm the evening before my morning flight they moved me and my daughter flying to Vegas to different flights hers morning mine late afternoon. Problem being she would have had to wait several hours for my arrival. Her just 21 and first time to sin city. Not good. But I called and they tried hard to fix it and they did.. So no real complaint there just minor inconvience. Never a problem with Northwest (now with Delta) never a problem with American, or Southwest. United is another story, I was traveling with a child on my lap (10 months) the plane was full and the stewards were very busy. I get that. I was way back in the plane directly across from the food station. As hard as I tried I could not get a drink or anything to eat for 4+ hours I was so unhappy..I don't even look at United that was the end for me and that was in 1984....
C J T Nov 16th 2010 5:53PM
The Management at the "new" United Airlines may want to rethink taking the name of United and consider continuing with the Continental brand. United is on top of the list of the ten worst and Continental is nowhere to be seen. They certainly are taking a risk in going with the United name. This doesn't seem like a very good decision by top management and the board of directors.
Art Suro Nov 16th 2010 5:48PM
It's interesting that no one mentioned safety. It seems to be all comfort and customer service. They are miportant, but I think safety comes before them, and there are differences in the operation and maintenance of different airlines that affect the safety of the airline passenger.
Dwight Nov 16th 2010 7:13PM
Any airlines outside the US is better.
KTMB Nov 16th 2010 6:34PM
if we didn't have Southwest, I wouldn't fly at all, Thanks SWA!!!