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JBU/SWA VS NWA/CAL In Customer Service Complaints  
User currently offlineCoa764 From United States of America, joined Feb 2004, 328 posts, RR: 3
Posted (10 years 8 months 2 weeks 4 days 10 hours ago) and read 2195 times:

From a news story titled "Report: Low-Cost Airlines Perform Better
Low-Cost Airlines Provide Better Service Than Traditional Carriers"
http://abcnews.go.com/wire/US/ap20040405_24.html

Newer, cheaper carriers like JetBlue and Southwest were more likely to arrive on time, according to the report being released Monday. They were also less likely to mishandle baggage, bump passengers or generate complaints than their network competitors
.....Southwest, with 0.14 complaints per 100,000 customers, consistently generates the lowest complaint rate in the industry, the report said.
Continental and Northwest were tied for most complaints, 0.95 per 100,000 customers.


This study can be misleading because Southwest (not sure about Jetblue) does not interline any bags. With out that level of service comparing LUV to NWA and CAL is really unbalanced just as is the on time issue (LUV does not use ACARS for time reporting). The "newer, cheaper carriers" have a very different product than airlines such as NWA and CAL. LUV and JBU are point to point were NWA and CAL codeshare so the shear volume of bags being moved worldwide is much more complex than that of a point to point carrier that only moves bags on their own network (one could argue that that SWA and JBU with only a point to point system should have minimal to no mishandled bags) ..... my opinion..






Please oh please Mr Moderator Nazi, dont delete my thread.
8 replies: All unread, jump to last
 
User currently offlineNWA Man From United States of America, joined Jun 1999, 1828 posts, RR: 12
Reply 1, posted (10 years 8 months 2 weeks 4 days 10 hours ago) and read 2180 times:

Continental and Northwest were tied for most complaints, 0.95 per 100,000 customers.

This is really a misleading statistic, for the fact that the ratio is SO LOW. I mean think about it. Even on the worst airline, 99,999 out of 100,000 passengers don't seem to have a problem.

On time and lost luggage statistics are far more indicative of good customer service than customer complaints, even though the two former categories have their glaring deficiencies as well (weather interfering with on-time statistics, and interline agreements interfering with lost luggage). I wish there was a better way to judge the carriers, but I think we're stuck with this for a while.


Regards,

N-Dub



Create your own luck.
User currently offlineGoingboeing From United States of America, joined Dec 1999, 4875 posts, RR: 16
Reply 2, posted (10 years 8 months 2 weeks 4 days 10 hours ago) and read 2163 times:

Interlining. What would be interesting to see is the percent per 100,000 passengers who actually interline.

User currently offlineBoeing757/767 From United States of America, joined Jun 1999, 2282 posts, RR: 1
Reply 3, posted (10 years 8 months 2 weeks 4 days 10 hours ago) and read 2149 times:

Unfortunately, it's hard to compare someone like B6 -- which is still relatively small, with relatively few connections -- with NW or CO, which have massive international networks and thus are more likely to have problems that lead to complaints.


Free-thinking, left-leaning secularist
User currently offlineFlyguyclt From United States of America, joined Aug 2005, 537 posts, RR: 8
Reply 4, posted (10 years 8 months 2 weeks 4 days 9 hours ago) and read 2129 times:

Folks, we have all seen the show "Airline" and have seen some of the passengers/customers on those LCC carriers. You must be able to write and spell to send a letter in. Just some food for thought. (and a little humor too.)

Safe Flying  Smile



Florida Express, Braniff II and ......
User currently offlineSyncmaster From United States of America, joined Jul 2002, 2039 posts, RR: 10
Reply 5, posted (10 years 8 months 2 weeks 4 days 9 hours ago) and read 2101 times:
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I was thinking the same thing NWA_Man only ONE complaint per every one hundred thousand passengers is not exactly bad. NW and CO, not only interline with each other but with many other airlines such as DL and KLM. While on the opposite side, B6 and WN both operate their own systems, with absolutely no sharing between any other airline. Not to mention how much larger NW and CO's operations are, especially over B6. Last time I checked you didn't see B6 in NRT or FRA.

User currently offlineGoingboeing From United States of America, joined Dec 1999, 4875 posts, RR: 16
Reply 6, posted (10 years 8 months 2 weeks 4 days 9 hours ago) and read 2084 times:

NW and CO, not only interline with each other but with many other airlines such as DL and KLM.

"Interlining" actually refers to transferring from one airline to another...you're booked on AA to DFW and then connect to DL to somewhere else. Even though they are competitors, they'll still transfer the bags, and the customer is well aware that he is flying on two different airlines. But what you cite is a "codeshare". While technically, all those airlines mentioned are "competitors", the "code share" allows them sell a customer a ticket on a Continental flight to IAH which connects to a "Continental" flight to MSP, but they board a Northwest jet. The customer is sold a ticket that says "Continental" all the way. So what comes around in the "code share" agreements is that if CO got the bags to Houston, and the Norhtwest guys left it sitting on the ramp when the jet departs - the CO gets the bad rap. But they sort of asked for it by agreeing to the "code share" in the first place.


User currently offlineSyncmaster From United States of America, joined Jul 2002, 2039 posts, RR: 10
Reply 7, posted (10 years 8 months 2 weeks 4 days 9 hours ago) and read 2074 times:
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Thanks for the correction. I knew that, and have no idea why I said that. Appreciate it.  Big thumbs up

User currently offlineJetbluefan1 From United States of America, joined Dec 2003, 3018 posts, RR: 14
Reply 8, posted (10 years 8 months 2 weeks 4 days 8 hours ago) and read 2058 times:

For the first time in my life, I agree with GoingBoeing. When an airline's codeshare partner screws something up, it's their fault, not the airline you bought the actual ticket with. Lots of passengers don't know this, sadly, and therefore the complaints are written re: the airline that they bought the actual tickets with.

JetBluefan1



Most people on a.net hate JetBlue. Get used to it.
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