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Best Customer Service With US Airlines?  
User currently offlineKC135TopBoom From United States of America, joined Jan 2005, 12181 posts, RR: 51
Posted (9 years 4 months 2 weeks 2 days 4 hours ago) and read 5484 times:

Which of the US Airlines has the best customer service?

AA
DL
UA
CO
NW
TZ
WN
US
HP
B6
FL
F9
or any other US Carriers

I have had good experiences with some (DL, CO, TZ, FL, WN, NW) and bad experiences with others (UA, AA, US,).

My opinion (and only my opinion) is DL, TZ, and CO.

34 replies: All unread, showing first 25:
 
User currently offlineCrogalski From United States of America, joined May 2005, 514 posts, RR: 3
Reply 1, posted (9 years 4 months 2 weeks 2 days 3 hours ago) and read 5445 times:

I would believe B6 ...  Wink


A319 A320 B717 B727 B737 B747 B757 B767 C152 C172 DC9 E145 E190 MD88 PA28 | B6 CO DL FL NK NW LO TW
User currently offlineDeltaGuy767 From United States of America, joined Jun 2005, 667 posts, RR: 2
Reply 2, posted (9 years 4 months 2 weeks 2 days 3 hours ago) and read 5431 times:

DL and CO are my picks for the best, as I have had very good experiences with them. The worst in my opinion are US and AA.

From BDL,
DeltaGuy767



A Good Landing is one you walk away from!
User currently offlineSWA TPA From United States of America, joined Aug 2001, 1560 posts, RR: 34
Reply 3, posted (9 years 4 months 2 weeks 2 days 3 hours ago) and read 5423 times:

Well Crogalski, I have to say WN  Wink

BTW were you at your ticket counter around 12:30pm or so on Friday?

SWA TPA



I believe I can fly.....
User currently offlineCaptinTuT From United States of America, joined May 2005, 346 posts, RR: 1
Reply 4, posted (9 years 4 months 2 weeks 2 days 3 hours ago) and read 5412 times:
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I would go with B6 too

Regards



Aircraft Flown: B747-B777-B737-B767-B757-A300-A318-A319-A320-A321-A330-A340-MD80-MD90-CRJ600-CRJ900-E190
User currently offlineCrogalski From United States of America, joined May 2005, 514 posts, RR: 3
Reply 5, posted (9 years 4 months 2 weeks 2 days 3 hours ago) and read 5408 times:

Quoting TPA" class=quote target=_blank>SWA TPA (Reply 3):
Well Crogalski, I have to say WN

BTW were you at your ticket counter around 12:30pm or so on Friday?

SWA TPA

I was going to add WN, but I was too lazy to go back and edit it  Sad

I wasn't there, but I was by the escalators.

I was at your ticket counter today, was checking the manifests for a TPA-PHL flight



A319 A320 B717 B727 B737 B747 B757 B767 C152 C172 DC9 E145 E190 MD88 PA28 | B6 CO DL FL NK NW LO TW
User currently offlineCactus739 From United States of America, joined Jan 2004, 2451 posts, RR: 30
Reply 6, posted (9 years 4 months 2 weeks 2 days 2 hours ago) and read 5400 times:

I'm going with WN on this.

Never had an unpleasant experience on them.... every employee I've dealt with has been great...

ps... isn't this a poll/preference kinda thread?



You can't fix stupid.... - Ron White
User currently offlineFutureUApilot From United States of America, joined May 2004, 1365 posts, RR: 4
Reply 7, posted (9 years 4 months 2 weeks 2 days 2 hours ago) and read 5391 times:

I think CO and Air Wisconsin. In my opinion. I would also say UA and NW, but I was really young when I flew with them.

-Sam



The Pilot is the highest form of life on Earth!
User currently offlineDrewfly From United States of America, joined Jul 2005, 303 posts, RR: 1
Reply 8, posted (9 years 4 months 2 weeks 2 days 1 hour ago) and read 5349 times:

I'm also going to have to vote B6. Flown them 5 times, and have yet to experience a bad flight. Flight crew is friendly, planes leave on time and arrive early, plus the IFE. What more could you ask for? Last time I flew AA (MIA-JFK) the cabin crew seemed PO'd the entire flight. Just flew EWR-YVR on NW and UA, both flights were just 'average.' It's been about 8 years since I've flown CO, don't remember the flight (I guess that's all you need to know). It's been 5 years since my last US flight, don't recall anything bad or good.

P.S. I'm only basing this on airlines I have flown, so who knows after I fly F9, FL, TZ, and HP.



A-10 Thunderbolt II, ugly as hell, efficient as hell, would you like to meet my boomstick?
User currently offlineJBLUA320 From United States of America, joined May 2002, 3180 posts, RR: 19
Reply 9, posted (9 years 4 months 2 weeks 2 days 1 hour ago) and read 5327 times:
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I received good service on CO, B6 and US

JBLU


User currently offlineHalophila From United States of America, joined Aug 2005, 646 posts, RR: 4
Reply 10, posted (9 years 4 months 2 weeks 2 days ago) and read 5292 times:

I've flown B6, US, UA, AA, WN, AK and HA

Of these, B6 and US have had the best customer service in the air, UA the best on the check-in agents, and UA/WN for gate staff.

Not that it's what you asked, but the bottom of my list is HA for inflight customer service, AA for check-in agents, and US for gate staff. But even though these are the 'bottom' of my list, they were not bad at all, with only a few negative encounters in otherwise satisfactory experiences.



Flown on 707, 717, 727, 732 733 734 735 73G 738 739 741 742 743 744 74SP 757 753 762 763 772 773 77W D10 DC9 M11 M80 M87
User currently offlineFlyboyaz From , joined Dec 1969, posts, RR:
Reply 11, posted (9 years 4 months 2 weeks 2 days ago) and read 5277 times:

My favorites are CO for inflight (gate/ticket agents are at the bottom of my list) and DL for either...they were great all around.

I've had a few bad experiences with WN and a couple with HP (my own airline go figure). The others I haven't flown enough to really count or haven't flown at all.


User currently offlineAggieflyboi04 From United States of America, joined Jul 2005, 208 posts, RR: 0
Reply 12, posted (9 years 4 months 2 weeks 2 days ago) and read 5273 times:

WN by far for me and CO, DL, US, AA come close

User currently offlineMir From United States of America, joined Jan 2004, 21876 posts, RR: 55
Reply 13, posted (9 years 4 months 2 weeks 2 days ago) and read 5266 times:

UA for me. Good service all around, and you can't beat Channel 9. Unfortunately I can't say the same about their express carriers.

I've only flown B6 once, but they had really great service as well - they'd beat UA on my list, only I've only had one experience with them.

NW seems to go by the "passengers can't have a bad experience with our FAs if they never see them" philosophy, and it works to a certain extent - I've never had a bad flight on NW, but never an enjoyable one either.

AA has decent service, but the flight I was on was too short to really evaluate it fully.

I haven't flown on the others in a long time.

-Mir



7 billion, one nation, imagination...it's a beautiful day
User currently offlineDrewfly From United States of America, joined Jul 2005, 303 posts, RR: 1
Reply 14, posted (9 years 4 months 2 weeks 2 days ago) and read 5256 times:

By the way, I suppose I'll insert a customer service related question here. How many of you use the automated ticket kiosks at the check in counters? What have your experiences been with each airlines' respective versions? I just got back from a Canada trip, and the NW kiosks at both EWR and YVR were an unbelievable waste of time. At EWR the NW agent didn't even know what the machine was doing. At YVR they didn't work period. So far, the AA examples are the only machines that have worked for me, and that was 2 years ago @ LGA.


A-10 Thunderbolt II, ugly as hell, efficient as hell, would you like to meet my boomstick?
User currently offlineAlitalia744 From United States of America, joined Mar 2000, 4764 posts, RR: 44
Reply 15, posted (9 years 4 months 2 weeks 2 days ago) and read 5244 times:

Quoting KC135TopBoom (Thread starter):
Which of the US Airlines has the best customer service?

Delta. In every aspect.

Quoting Drewfly (Reply 14):
By What have your experiences been with each airlines' respective versions?

I've used kiosks for DL, CO, AA, US, and NW. I find them all relatively easy to use, out of all tho, I'd rate DL's best and then CO's. Worst were NWs.



Some see lines, others see between the lines.
User currently offlineHalophila From United States of America, joined Aug 2005, 646 posts, RR: 4
Reply 16, posted (9 years 4 months 2 weeks 2 days ago) and read 5242 times:

Ticketing kiosks-
I've used them on AK (LAX, SEA), UA (LAX, SFO), AA (LAX, SJC), B6 (LGB) and WN (SJC) (and on non-US airlines QF (BNE, SYD) and NZ(AKL)), and in all cases were really easy to use (swipe card, say how many bags, choose your seat, print boarding pass, show ID, then you're off!). Not only that, I'd say in my experience maybe 40% of passengers don't know how to use them, are travelling on paper tickets, or plainly aren't aware of where they are, so I've only twice had a line to wait in line (UA @ LAX, AA @ SJC).



Flown on 707, 717, 727, 732 733 734 735 73G 738 739 741 742 743 744 74SP 757 753 762 763 772 773 77W D10 DC9 M11 M80 M87
User currently offlineKgin11 From United States of America, joined Jun 2004, 61 posts, RR: 0
Reply 17, posted (9 years 4 months 2 weeks 2 days ago) and read 5232 times:

I'd ask, "what's your definition of customer service, and in what capacity?" For example, I've had experiences where in-flight service was great but airport staff was terrible and of course, the reverse situations. Not liking to deal strictly in either/or situations, I consider customer service in part based on what product I am buying.

If I am travelling on a one hour hop on an LCC and I just need to get from point A to point B (the usual WN vs. legacy carriers or LCC vs. legacy debate) and I've paid $19 each way, a can of coke and a bag of peanuts, getting to my destination within a few minutes of schedule, and not having my luggage lost seems like a fair deal.

Every airline I have flown on with the exception of HP has had its share of great, good, bad, and the occasional, "I wouldn't wish this on my enemies" moments of customer service (as for HP, three times flying, three times terrible).

My definition of customer service foremost is the stuff I don't have to think about: safety. Maybe that sounds like a dull answer when sleeper-seats, meals served on real plates and hand-held IFE with courteous crews is much more customer-comfort oriented. Just throwing in my two cents . . .

But to join in on the conversation, in my experience, AQ and HA have fairly consistent good customer service--at least on their transpacific product which could be considered a boutique or niche product.



Kelley Gin
User currently offlineCaptinTuT From United States of America, joined May 2005, 346 posts, RR: 1
Reply 18, posted (9 years 4 months 2 weeks 1 day 23 hours ago) and read 5211 times:
Support Airliners.net - become a First Class Member!

Quoting Drewfly (Reply 14):

I used it once on B6 at JFK and it was so fast and easy to use took me 5 minutes to check in.



Aircraft Flown: B747-B777-B737-B767-B757-A300-A318-A319-A320-A321-A330-A340-MD80-MD90-CRJ600-CRJ900-E190
User currently offlineCkfred From United States of America, joined Apr 2001, 5311 posts, RR: 1
Reply 19, posted (9 years 4 months 2 weeks 1 day 23 hours ago) and read 5202 times:

I have never had a bad experience at AA, and I've encountered some very good people, both on the ground and in the air.

I've also had good luck with NW, and DL is generally good.

On the other hand, UA is, at times, apalling. A friend of mine used to be an F/A with AA, and some of the procedures for cabin service at UA simply shock her. I've also found some of the CSAs at UA to be completely indifferent. I once was waiting for my wife at ORD and asked the gate agent (pre-September 11th) for the baggage carousel assignment. She told me to look at the board downstairs.

Any time I asked a gate agent at AA, he or she was more than willing to check the assignment on the computer.


User currently offlineFLY777UAL From United States of America, joined May 1999, 4512 posts, RR: 3
Reply 20, posted (9 years 4 months 2 weeks 1 day 22 hours ago) and read 5179 times:

Quoting Ckfred (Reply 19):
A friend of mine used to be an F/A with AA, and some of the procedures for cabin service at UA simply shock her.

...playing devil's advocate...what would those be?

F L Y 7 7 7 U A L


User currently offlineANCFlyer From , joined Dec 1969, posts, RR:
Reply 21, posted (9 years 4 months 2 weeks 1 day 15 hours ago) and read 5146 times:



User currently offlineHolidaycharter From United Kingdom, joined Aug 2005, 203 posts, RR: 0
Reply 22, posted (9 years 4 months 2 weeks 1 day 14 hours ago) and read 5146 times:

For me it is ua for customer service always been very good although us airways were good to.

User currently offlineCORULEZ05 From , joined Dec 1969, posts, RR:
Reply 23, posted (9 years 4 months 1 day 16 hours ago) and read 5054 times:

Definetly B6....best customer service and best overall service provided also.....

User currently offlineUN_B732 From United States of America, joined Jul 2001, 4289 posts, RR: 4
Reply 24, posted (9 years 4 months 1 day 11 hours ago) and read 5053 times:

Each airline (including B6, once had a VERY Rude agent) has good and bad employees, so I must say that well... you can't make a definitive ruling on an airline's people.

re: AA FA being shocked ut UA, is it the fact that they actually have to warm the nuts in Business CLass? :P I haven't flown UA much, but every time I've dealt with their staff they've been nice.
-Mr. X



What now?
25 Post contains images HorizonGirl : Hey! You left out AS/QX! There customer service is part of the reason why I am Horizon Girl. But that is just my humble opinion. HorizonGirl
26 UsAirways16bwi : best service IMO is US, followed closely by CO. I'd say DL is so-so, and WN is last.
27 Aircraftpm : B6 by far first place with CO having a large gap in second...
28 ACDC8 : I've only flown AS, DL, NW and UA myself. Out of those four, I'd have to say that NW impressed me the most in levels of customer service. I am hoping
29 UAalltheway : CO, followed (in order) by UA and DL.
30 YoungFlyer : in delta's new terminal it took me about 15 min. to check in and clear security. as for inflight service, i would go with CO.
31 Post contains images SK601 : I really enjoyed my CO flights, AS was good too. NW, DL and HP average. I just booked LGA-IAH-PHX with CO, can't wait! . I also booked a flight with W
32 Burnsie28 : Im sorry, if your experience was anything like mine, your going to regret it.
33 SRT75 : BEST - WN. I use them frequently for business travel, which means I am often calling to get on a different flight. I always get a real person within 5
34 Post contains images NWA757boy : Best Customer service for me would probably be NW and DL...and EA but they are no longer around I have never had any problems with NW gate agents or a
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