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The Best (and Worst) Airlines In The US  
User currently onlinemax999 From United States of America, joined Dec 2005, 1049 posts, RR: 0
Posted (8 months 2 weeks 2 days 20 hours ago) and read 1673 times:

According to these metrics...

Wall Street Journal article - http://blogs.wsj.com/middleseat/2014...e-best-and-worst-airlines-of-2013/

Quote:
In the Middle Seat's annual scorecard of airline service, tracking seven different key measures of airline performance, Alaska Airlines performed best in 2013 among major carriers. At the top with Alaska was Delta, which for the past two years has posted far better operational results than big competitors. Worst among big airlines? United Airlines and American Airlines, again.
http://s.wsj.net/public/resources/images/PJ-BS591_MIDSEA_G_20140108164208.jpg


All the things I really like to do are either immoral, illegal, or fattening.
7 replies: All unread, jump to last
 
User currently offlineAWACSooner From United States of America, joined Jan 2008, 1916 posts, RR: 1
Reply 1, posted (8 months 2 weeks 2 days 19 hours ago) and read 1450 times:

Kinda surprised that WN is last in mishandled bags...and look at who the usual suspects are lounging at the bottom of the complaint department.

User currently offlineUALFAson From United States of America, joined Mar 2004, 730 posts, RR: 4
Reply 2, posted (8 months 2 weeks 2 days 18 hours ago) and read 1215 times:

With UA, I have to believe a lot of the reason for their last-place performance has to do with their overwhelming reliance on Express. In bad weather, which their key ORD and EWR hubs see PLENTY of, it's the gazillions of UAX flights that are the first to get delayed, in many cases significantly, and then the first to get cancelled.

In addition, they have cut airport staff to the bone, so that when there are IRROPS, there is little change for service recovery. I thought the kiosks were supposed to be able to automatically rebook passengers in the case of delays or cancellations? When that has happened to me recently (on basically EVERY UA flight I have taken in the past few months), the useless kiosk tells me I can wait in a never-ending queue to speak to one of 2 customer service reps trying to rebook hundreds of passengers. How hard can it be to just automatically roll me onto the next flight?

I have always loved UA and have exhausted much breath trying to defend them, but it's hard to counter these cold, hard facts.



"We hope you've enjoyed flying with us as much as we've enjoyed taking you for a ride."
User currently offlineDesertFlyer From United States of America, joined Nov 2005, 515 posts, RR: 0
Reply 3, posted (8 months 2 weeks 2 days 18 hours ago) and read 1189 times:

Quoting UALFAson (Reply 2):
With UA, I have to believe a lot of the reason for their last-place performance has to do with their overwhelming reliance on Express.

That very well may be true, however I have been flying on UA for a long time (being based in SFO) and I have to say the last year has been a new low. I've had circumstances where UA employees seemed to go out of their way to be rude or act inconvenienced. The worst offenders seem to be Club staff oddly enough. This year their last place rank seems well deserved. Hopefully they make positive changes in the future and live up to their "Friendly Skies" advertising.


User currently offlinetyler81190 From United States of America, joined Feb 2009, 690 posts, RR: 0
Reply 4, posted (8 months 2 weeks 2 days 17 hours ago) and read 1012 times:

I am not entirely surprised by the results... My reasons are as follows:

1. AS is a great airline, not the biggest. It really manages itself well, and has a great bunch of employees. Though AS does not fly many flights into the highly congested airspace of ORD and the NYC area. Yes, SEA and ANC have their own challenges, but AS works those issues into their favor.

2. DL has really come around since the merger with NW. Service is far better than the pre-merger DL, and their recent actions on dumping regional flying is certainly helping the operational issues.

3. Virgin is one of the younger airlines, with an amazingly energetic and motivated staff. They specialize in a particular type of flying, and do a wonderful (though not very profitable) job.

4. WN it seems like is on a slip and slide down to the bottom. Last I checked, they were worst in on-time and baggage so far in 2014. Yes, I know we are only 10 days in, but with an on-time of ~35% month to date there are serious problems, especially when UA is sitting at ~54% MTD. WN has really fallen in the performance metrics, and I hope they don't let it extend to their customer service metrics.

5. B6 I really do not know what is going on with them, other than their main base is the most congested airspace in the country. But thankfully like WN they have a VERY loyal following, and hopefully 2014 will be better.

6. US beginning the merger with AA is going to cause some issues, but 2013 shouldn't have seen many of those. The Tarmac delays are ridiculous though, they need to work on that, along with their service standards.

7. F9 I think will get much worse during its ULCC transformation before it gets better. The major changes will cause more complaints, and the endless outsourcing will cause baggage issues, but it seems their delays are the worst problem. Not sure why, but maybe the new management is causing some ruffles with the workforce.

8. AA had that work slow down, they operate out of ORD which had some pretty bad weather issues this year. The NYC area also causes some issues with ops, but cancelled flights and delays need to turn around for a better 2014, and I hope they don't try to blame all of it on the weather.

9. UA... well, not sure what to say. They overbook flights like crazy, and rely heavily on Express flying. Until the "express" love affair stops, they will continue to have major issues with delays, cancellations, and weight restrictions. Baggage is a nightmare, and it does have something to do with all of the delays, they have been moving passengers without their bags to get them on their way, and I assume that will stop dead in its tracks. I hope they can pull a "Bethune" and go from "Worst to First" sooner rather than later. But let's face it, we would all settle for Top 5. Also, they need to work with their employees more. When you beat the employees down or over work them, they tend to have a bad attitude. And no, that is no excuse, but it happens in every industry. A happy employee group leads to happy management and happy passengers.

Just my thoughts.
T

Edited to add to #9

[Edited 2014-01-09 23:17:38]

User currently offlinecha747 From United States of America, joined Dec 2003, 785 posts, RR: 6
Reply 5, posted (8 months 2 weeks 2 days 17 hours ago) and read 994 times:

Quoting AWACSooner (Reply 1):
Kinda surprised that WN is last in mishandled bags...

I bet that WN is the victim of its own success here. Since you can check-in two bags free on WN and AFAIK no other airline on the list lets you do that, I wonder if mathematically, Southwest HAS to be mishandling bags the most.



You land a million planes safely, then you have one little mid-air and you never hear the end of it - Pushing Tin
User currently offlinetyler81190 From United States of America, joined Feb 2009, 690 posts, RR: 0
Reply 6, posted (8 months 2 weeks 2 days 17 hours ago) and read 960 times:

Quoting cha747 (Reply 5):
I bet that WN is the victim of its own success here. Since you can check-in two bags free on WN and AFAIK no other airline on the list lets you do that, I wonder if mathematically, Southwest HAS to be mishandling bags the most.

Last I checked, WN had more than triple the number of mishandled bags of UA, but that was in early December. The math still doesn't add up. 2 free bags, doesn't equal 3x more delayed or lost bags then an airline that covers 6 continents.


User currently offlineProst From United States of America, joined Oct 2012, 1048 posts, RR: 1
Reply 7, posted (8 months 2 weeks 2 days 17 hours ago) and read 911 times:

And the other carriers still offer free bags on international flights, so it isn't like all flights have paid luggage, just most.

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