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US Ranks Worst In "Consumer Reports" Survey  
User currently offlinePHLBOS From United States of America, joined Mar 2004, 7507 posts, RR: 24
Posted (3 years 2 months 1 day 19 hours ago) and read 2833 times:

While this topic could certainly fall in the Tell Us Something That We Don't Already Know Category, it is worth noting that there's something now in print.

http://www.philly.com/philly/busines...res_lowest_in_consumer_survey.html

Key Exerpts/Highlights:

Uncomfortable seats and excessive fees are the top gripes of air travelers, and a reason many said they are flying less, according to the survey results released Tuesday.

Southwest Airlines Co. and JetBlue Airways, topped the ratings on comfort and extra fees.
...
The 10 airlines were scored based on overall satisfaction, check-in ease, cabin-crew service, cabin cleanliness, baggage handling, seating comfort and in-flight entertainment.

Consumer Reports also asked questions about charging fees for checked bags, choice seats, and pillows and blankets.
...
Eight of the 10 major airlines rated by Consumer Reports' readers received low marks for seat comfort.


Here's the list of carriers surveyed and their respective ratings (also from the article, 0 to 100 score scale):

1. Southwest - 87

2. JetBlue - 84

3. Alaska - 79

4. Frontier - 78

5. AirTran - 74

6. Continental - 72

7. American - 65

8. Delta - 64

9. United - 63

10. US Airways - 61

It's interesting that Alaska was included in the survey but not Hawaiian.


"TransEastern! You'll feel like you've never left the ground because we treat you like dirt!" SNL Parady ad circa 1981
10 replies: All unread, jump to last
 
User currently offlinesw733 From United States of America, joined Feb 2004, 6293 posts, RR: 9
Reply 1, posted (3 years 2 months 1 day 18 hours ago) and read 2820 times:

Quoting PHLBOS (Thread starter):

6. Continental - 72
Quoting PHLBOS (Thread starter):
9. United - 63

I am very curious to see what happens with United over the next year or two after the merge with CO...does it go up or down? Hmmm...

Quoting PHLBOS (Thread starter):
Eight of the 10 major airlines rated by Consumer Reports' readers received low marks for seat comfort.

Yikes...curious who the two were that didn't?

From the article: "Southwest was the only airline to receive top marks for check-in ease" - I fail to see how WN is easier than UA, AA, DL, F9, etc. on check-in. They all use the same "walk to monitor, check yourself in" style systems now. Is there actually an advantage of the WN system in ease over the others, or is it that people just want to think WN is better and easier?


User currently offlinethegman From United States of America, joined Nov 2008, 641 posts, RR: 0
Reply 2, posted (3 years 2 months 1 day 16 hours ago) and read 2794 times:

Quoting PHLBOS (Thread starter):
It's interesting that Alaska was included in the survey but not Hawaiian.

Not really. Alaska has much more of a CONUS presence than Hawaiian does.


User currently offlineTOMMY767 From United States of America, joined Aug 2003, 6584 posts, RR: 11
Reply 3, posted (3 years 2 months 1 day 15 hours ago) and read 2779 times:

Quoting PHLBOS (Thread starter):

6. Continental - 72

7. American - 65

8. Delta - 64

9. United - 63

10. US Airways - 61

I find it ridiculous that AA is higher than DL or UA.



"Folks that's the news and I'm outta here!" -- Dennis Miller
User currently offlinePI4EVER From United States of America, joined May 2009, 627 posts, RR: 2
Reply 4, posted (3 years 2 months 1 day 14 hours ago) and read 2762 times:
Support Airliners.net - become a First Class Member!

I think check-in/bag check with WN is better....from my experiences of being greeted and handled by pleasant agents with a personality and in most cases a smile on their face. Always a nice start to your trip.
Congratulations Southwest.



watch what you want. you may get it.
User currently offlinePHLBOS From United States of America, joined Mar 2004, 7507 posts, RR: 24
Reply 5, posted (3 years 2 months 1 day 13 hours ago) and read 2746 times:

Quoting sw733 (Reply 1):
Quoting PHLBOS (Thread starter):
Eight of the 10 major airlines rated by Consumer Reports' readers received low marks for seat comfort.

Yikes...curious who the two were that didn't?

Assuming that the seat comfort ranking is for strictly Coach Class seating; my guess would be that the two that didn't get the bad ratings are B6 (?) and WN. I know WN offers at least a 32-inch seat pitch whereas most other carriers offer 30-to-31.

Note: The actual figures are only available to subcribers of Consumer Reports' website and on the print edition of the June 2011 issue.

http://www.consumerreports.org/cro/m...s/overview/index.htm?CMP=OTC-NEWS4

[Edited 2011-05-11 13:23:00]


"TransEastern! You'll feel like you've never left the ground because we treat you like dirt!" SNL Parady ad circa 1981
User currently offlineJetBlue777 From Canada, joined Jul 2009, 1450 posts, RR: 1
Reply 6, posted (3 years 2 months 1 day 13 hours ago) and read 2735 times:

Quoting TOMMY767 (Reply 3):
I find it ridiculous that AA is higher than DL or UA.

I agree. DL is head of AA in terms of comfort and service.

Though I'm always surprised why US always ranks last, I mean, they operate a fleet of A319, A320 and A321 domestically compared to most legacies who has aging MD80s...

IMO, B6 should be # 1 (Don't mind my username   ) Nice leather seats, legroom is almost the same as regional F class in most legacy airlines and the Live TV.



It's a cultural thing.
User currently offlinesf3sce From United States of America, joined Apr 2008, 115 posts, RR: 0
Reply 7, posted (3 years 2 months 1 day 12 hours ago) and read 2721 times:

I fail to see how US ranked terrible too. They run a tight ship over there and are improving. I beg to differ with DELTA, they are focusing too much on certain things like a flashy cabin product and inflight service that they are losing sight of how their customer service is as well as how their airplanes are kept. Every time I fly them, I know not to get my hopes up that I am going to arrive on time or even at my destination on that certain day.


jet. its a must.
User currently offlinedumbell2424 From United States of America, joined Apr 2009, 914 posts, RR: 2
Reply 8, posted (3 years 2 months 1 day 9 hours ago) and read 2702 times:
Support Airliners.net - become a First Class Member!

The fact that 4 points on a scale of 100 separate the final 4 rankings shows calling US the true worst is marginal...

User currently offlineElite From Hong Kong, joined Jun 2006, 2791 posts, RR: 10
Reply 9, posted (3 years 2 months 1 day 8 hours ago) and read 2697 times:

Quoting PHLBOS (Thread starter):

1. Southwest - 87

2. JetBlue - 84

Interesting to note that the two supposedly low cost carriers are the two top airlines.


User currently offlinesw733 From United States of America, joined Feb 2004, 6293 posts, RR: 9
Reply 10, posted (3 years 2 months 1 day 6 hours ago) and read 2668 times:

Quoting PI4EVER (Reply 4):
I think check-in/bag check with WN is better....from my experiences of being greeted and handled by pleasant agents with a personality and in most cases a smile on their face.

I agree the WN agents are usually quite friendly, but the category is not "check-in service/friendliness", it is "check-in ease". Having used the WN system many times, and others equally as many times, I don't see how WN's system is any easier...not harder, but not easier. Nowadays, with the self check-in, most people aren't "handled" until it comes time to get your bag tagged and show your ID - even at WN, they simply say "use the kiosk to check-in, use the kiosk to check in...#12 is open! #4 is open!". Heck, if you are just carrying on, you may not interact at all during check-in.


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