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Low-Fare Carriers Highest Cust Service Rankings  
User currently offlineDAYflyer From United States of America, joined Sep 2004, 3807 posts, RR: 3
Posted (8 years 2 weeks 1 day 5 hours ago) and read 2391 times:

An interesting read. Looks like FL, WN and Jet Blue once again are tops. Can the legacies overcome this?

Link: http://money.iwon.com/jsp/nw/nwdt_rt...eed=dji&date=20060403&cat=INDUSTRY


One Nation Under God
12 replies: All unread, jump to last
 
User currently offlineJAAlbert From United States of America, joined Jan 2006, 1491 posts, RR: 1
Reply 1, posted (8 years 2 weeks 1 day 4 hours ago) and read 2379 times:

It's easy for an airline that provides virtually nothing to meet or exceed customer expectations. With SWA, I expect a lot of standing in lines, worry over whether I will get a decent seat and space in an overhead bin, stops every two hundred miles or so just like a greyhound bus, trash all over the place, and passengers who have just recently ascended from our ape ancestors. And you know, SWA delivers every single time!

User currently offlineDAYflyer From United States of America, joined Sep 2004, 3807 posts, RR: 3
Reply 2, posted (8 years 2 weeks 1 day 4 hours ago) and read 2375 times:

I think FL does a good job most of the time. And I do expect JetBlue to be a little better, but the legacies can and should do a much better job.


One Nation Under God
User currently offlineLTBEWR From United States of America, joined Jan 2004, 12878 posts, RR: 12
Reply 3, posted (8 years 2 weeks 1 day 4 hours ago) and read 2364 times:

I would also note that the same survey showed JetBlue had something like a 71% on-time rating. Flights involving ORD has the overall highest delays. Airtran had the lowest lost baggage numbers. Overall though, the big 5 did poorly vs. most LCC's and connecting airlines.

User currently offlineLongHauler From Canada, joined Mar 2004, 4757 posts, RR: 43
Reply 4, posted (8 years 2 weeks 1 day 4 hours ago) and read 2347 times:

Its all in meeting Customer expectations. If you deliver what they expect, then they are happy, if not, then they are disappointed. Even though the experience could be the same.

It is like when we have a maintenance delay with passengers aboard. I always add 20 minutes onto the delay expected and forecast by our maintenance control. So, lets say I have a delay forecast to be "5 minutes" I tell the passengers 25 minutes. When we push back 10 minutes later, they think we are early as opposed to late. Its all psychology.



Never gonna grow up, never gonna slow down .... Barefoot Blue Jean Night
User currently offlineKubus From Poland, joined Dec 2005, 179 posts, RR: 1
Reply 5, posted (8 years 2 weeks 1 day 4 hours ago) and read 2314 times:

Read Mike Boyd's rant on this, puts a whole different perspective on the survey.
I still think this ranking does portray pretty accuratly the quality of service among US carriers. Except some of the carriers included, no longer exist or are de facto not carriers per se but providers of service (Comair and the likes).


User currently offlineGoingboeing From United States of America, joined Dec 1999, 4875 posts, RR: 17
Reply 6, posted (8 years 2 weeks 1 day 4 hours ago) and read 2297 times:

Quoting JAAlbert (Reply 1):
With SWA, I expect a lot of standing in lines, worry over whether I will get a decent seat and space in an overhead bin, stops every two hundred miles or so just like a greyhound bus, trash all over the place, and passengers who have just recently ascended from our ape ancestors. And you know, SWA delivers every single time!

Really? If I went in with that expectation, I'd be bowled over....nobody forces me to stand in line, and if I get a A or B boarding group, there's no need at all to stand in any line. I might not get seat 16A, but I sure might get seat 5A. And on some airlines, I won't have a shot at an exit row unless I pay extra for it.

It's 1600 miles between Kansas City and LA, and if I were expecting a stop every couple of hundred miles, imagine how thrillled I would be when I found several nonstops offered.

Why, I must have good ape genes, as well as the many fellow passengers I've seen.

I've only found one used barf bag in a seatback, but that wasn't on Southwest, so I'm thrilled when I find a clean seatback pocket.

So yeah, given your expectations, I supposed I'd feel that they were "rightfully" exceeded.

But let me ask you, how many drinks does your "full service" carrier serve on a one hour flight between SAN and LAS? I've been on flights between KC and DFW where "due to the short flight time, we won't serve drinks"...but at the same time, I've been on a full Southwest flight from MCI-TUL where everybody was served a drink. And that's a really short flight time.


User currently offlineTango-Bravo From United States of America, joined Jun 2001, 3786 posts, RR: 29
Reply 7, posted (8 years 2 weeks 1 day 4 hours ago) and read 2274 times:

Quoting JAAlbert (Reply 1):
It's easy for an airline that provides virtually nothing to meet or exceed customer expectations.

...and very difficult to impossible for airlines who overpromise ala the U.S. legacies to meet the unrealistic expectations they create relative to the actual product they typically deliver.


User currently offlineCincinnaticj From United States of America, joined Apr 2006, 20 posts, RR: 0
Reply 8, posted (8 years 2 weeks 1 day 2 hours ago) and read 2208 times:

Quoting JAAlbert (Reply 1):
It's easy for an airline that provides virtually nothing to meet or exceed customer expectations. With SWA, I expect a lot of standing in lines, worry over whether I will get a decent seat and space in an overhead bin, stops every two hundred miles or so just like a greyhound bus, trash all over the place, and passengers who have just recently ascended from our ape ancestors. And you know, SWA delivers every single time!

Hey JAAlbert, please oh please give me the name of that airline you're speaking of that never has lines, always gives me exactly the seat it want, always has plenty of space in the overhead bins, always has spotless planes and has passengers that are perfectly tuned to my tastes. I'd love to drop the use of several US domestic carriers as they all seem to have these problems and, sorry to say, several more.

Me thinks you'll be awhile coming up with that name.


User currently offlineCkfred From United States of America, joined Apr 2001, 5065 posts, RR: 1
Reply 9, posted (8 years 2 weeks 22 hours ago) and read 2148 times:

I haven't read the survey results, but the professor at Wichita State that conducts the survey was on CNBC this morning.

One interesting fact was that every carrier had a worse record for baggage handling than last year. He could explain that with cuts in employees, the legacies don't have as many people handling baggage, but he couldn't explain why B6, FL, and WN also had worse records for baggage handling.

He also noted that the bottom 5, except for US, were regionals, such as American Eagle and ASA. His conclusion is that, since they fly smaller airplanes, they get into weight and balance problems that require leaving baggage and even passengers behind.


User currently offlineCkfred From United States of America, joined Apr 2001, 5065 posts, RR: 1
Reply 10, posted (8 years 2 weeks 22 hours ago) and read 2141 times:

Here's my questions about B6. They don't overbook, so they don't have a denied boarding issue like other carriers.

But how do they deal with the problem of passengers that don't show up for flights? The reason that other airlines, as well as hotels and even rental cars, overbook is that people won't show up, be it due to missed connections, traffic, meetings running long, or simply forgetting to call and cancel.


User currently offlineGoingboeing From United States of America, joined Dec 1999, 4875 posts, RR: 17
Reply 11, posted (8 years 2 weeks 22 hours ago) and read 2123 times:

Quoting Ckfred (Reply 10):
The reason that other airlines, as well as hotels and even rental cars, overbook is that people won't show up, be it due to missed connections, traffic, meetings running long, or simply forgetting to call and cancel.

It might be due to the fact that JetBlue doesn't offer any "refundable" fares. If you are a no show, and don't call ahead of time, you lose the value of the ticket.


User currently offlinePSU.DTW.SCE From United States of America, joined Jan 2002, 7342 posts, RR: 28
Reply 12, posted (8 years 2 weeks 15 hours ago) and read 2052 times:

Checked baggage numbers are all down across the board this year primarily due to TSA screening procedures and much fuller flights.

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