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CO And B6 Rank Highest In J.D. Power Study  
User currently offlineCory6188 From United States of America, joined Feb 2004, 2686 posts, RR: 5
Posted (7 years 3 months 1 day 19 hours ago) and read 2859 times:

I just came across this press release - kudos to CO and B6 for doing such a fantastic job!

WESTLAKE VILLAGE, Calif.: 19 June 2007 — Despite severe delays and flight cancellations caused by weather and computer malfunctions in the past year, JetBlue Airways again ranks highest among low-cost airline carriers, while Continental Airlines ranks highest among traditional network carriers, according to the J.D. Power and Associates 2007 North America Airline Satisfaction StudySM released today.

The study measures overall customer satisfaction based on performance in seven measures (in order of importance): cost and fees; flight crew; in-flight services; aircraft; boarding/deplaning/baggage; check-in and reservation.


You can read the full news release here:
http://www.jdpower.com/corporate/new...eases/pressrelease.aspx?ID=2007097

23 replies: All unread, jump to last
 
User currently offlineJetBluefan1 From United States of America, joined Dec 2003, 2982 posts, RR: 14
Reply 1, posted (7 years 3 months 1 day 19 hours ago) and read 2854 times:

Congratulations to both airlines. The award is well-deserved.

JetBluefan1



Most people on a.net hate JetBlue. Get used to it.
User currently offlineAlitalia744 From United States of America, joined Mar 2000, 4749 posts, RR: 44
Reply 2, posted (7 years 3 months 1 day 19 hours ago) and read 2846 times:

Congrats to CO on their win, it's definitely deserving. Also nice to see Delta maintain the #2 legacy position and AA at 3 as well.


Some see lines, others see between the lines.
User currently offlineWestIndian425 From United States of America, joined May 2004, 1024 posts, RR: 1
Reply 3, posted (7 years 3 months 1 day 19 hours ago) and read 2833 times:

Congrats to B6 and CO. I'm happy that things are starting to improve in the US.


God did not create aircraft pilots to be on the ground
User currently offlineDavescj From United States of America, joined Jun 2007, 2307 posts, RR: 0
Reply 4, posted (7 years 3 months 1 day 17 hours ago) and read 2726 times:

I think one of the reasons CO gets the ranking is food in Y. They also have a good product generally, most of the employees actually smile!! Way to go CO!!  airplane   bigthumbsup   bigthumbsup 


Can I have a mojito on this flight?
User currently offlineIkramerica From United States of America, joined May 2005, 21529 posts, RR: 59
Reply 5, posted (7 years 3 months 1 day 16 hours ago) and read 2664 times:

But what if your priorities are not weighted the same way JD Power does it? I've never been a big JD Power fan, after filling out a bunch of car surveys. They seem to reward companies more when their customers have lower expectations in the first place.


Of all the things to worry about... the Wookie has no pants.
User currently offlineJBLUA320 From United States of America, joined May 2002, 3179 posts, RR: 19
Reply 6, posted (7 years 3 months 1 day 12 hours ago) and read 2547 times:
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Quoting Ikramerica (Reply 5):
customers have lower expectations in the first place.

I don't think anybody traveling on the US domestic circuit right now should have anything BUT lower expectations!

JBLU


User currently offlineThirteenRight From United States of America, joined Jun 2007, 340 posts, RR: 0
Reply 7, posted (7 years 3 months 1 day 12 hours ago) and read 2531 times:

Quoting JBLUA320 (Reply 6):
I don't think anybody traveling on the US domestic circuit right now should have anything BUT lower expectations!

Remember those old MADtv skits called "Lowered Expectations"? We should make our own!

OAMSN, this is a great achievement for CO and B6.


User currently offlineMir From United States of America, joined Jan 2004, 21625 posts, RR: 55
Reply 8, posted (7 years 3 months 1 day 12 hours ago) and read 2527 times:

Quoting Davescj (Reply 4):
I think one of the reasons CO gets the ranking is food in Y.

Maybe for the fact that they provide food, but the food itself is hardly award-winning. It's strange that the survey says that people like electronic gadgets, but I can't think of much that CO offers that DL or UA don't in this area.

As far as the employees go, however, CO does deserve its ranking.

And kudos to B6 for bouncing back from February.

-Mir



7 billion, one nation, imagination...it's a beautiful day
User currently offlineKevin777 From Denmark, joined Sep 2006, 1165 posts, RR: 1
Reply 9, posted (7 years 3 months 1 day 12 hours ago) and read 2499 times:

Congrats to both of them - but to be honest, I hardly think they should each reside in their own category (LCC vs FSC or however you call it). B6 is hardly an LCC anymore, if it ever were.

Quoting Davescj (Reply 4):
I think one of the reasons CO gets the ranking is food in Y.



Quoting Mir (Reply 8):
Maybe for the fact that they provide food, but the food itself is hardly award-winning

That's odd, I just purchased a ticket two days ago on CO LAS-EWR in November - it clearly said "no meal service". Is it because it's an overnight flight or? Still, they could serve a little breakfast... what about drinks? Anything counts, here in Europe you donøt get anything free these days!

Kevin777



"I was waiting for you at DFW, but you must have been in LUV" CPH-HAM-CPH CR9
User currently offlineMir From United States of America, joined Jan 2004, 21625 posts, RR: 55
Reply 10, posted (7 years 3 months 1 day 12 hours ago) and read 2470 times:

Quoting Kevin777 (Reply 9):
That's odd, I just purchased a ticket two days ago on CO LAS-EWR in November - it clearly said "no meal service". Is it because it's an overnight flight or?

Probably. CO only serves meals at "mealtimes", which are defined by certain parameters that I can't think of off the top of my head. An overnight wouldn't count, though I have to admit even a cold breakfast (yogurt with granola or something) would be nice at the end of a red-eye.

-Mir



7 billion, one nation, imagination...it's a beautiful day
User currently offlineCloudboy From United States of America, joined Jan 2004, 828 posts, RR: 0
Reply 11, posted (7 years 3 months 1 day 11 hours ago) and read 2452 times:

I have to agree that most of these surveys leae me a little skeptical. For instance, this JD Powers survey puts such a high priority on price. OK, So Mr. Powers thinks that all important. I think the overall survey needs to be a little more open than that. Previous ones seemed to be obsessed with baggage claims. Most of this, I think, is out of convenience. It's a lot easier to measure those things numerically, so why not wieght them heavier? It's liek that kids joke about the guy helping his friend look for a lost contact one night on the sidewalk. Finally the firend asks "Where exactly did you loose it" And his friend replies "Way over there. I was looking over here becasue the light is better!"


"Six becoming three doesn't create more Americans that want to fly." -Adam Pilarski
User currently offlineLAXdude1023 From India, joined Sep 2006, 7603 posts, RR: 24
Reply 12, posted (7 years 3 months 1 day 11 hours ago) and read 2419 times:

Cant really say im surprised. I dont know much about B6, but CO goes above and beyond all of the other carriers in the way of service!


Stewed...Lewd...Crude...Irreverent...Belligerent
User currently offlineJerseyGuy From United States of America, joined Oct 2005, 1994 posts, RR: 0
Reply 13, posted (7 years 3 months 1 day 11 hours ago) and read 2379 times:
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Ya know, this whole, "This survey/award isn't reliable" crap is getting really old. I'm sick and tired of it. Survey after survey, award after award says that Jetblue is the best low cost carrier and that Continental is the best legacy carrier. They can't ALL be wrong. People like getting more for their money. Continental provides meals at mealtime. Jetblue provides extra legroom and Good IFE, thats why they rank high in customer satisfaction.


Frontier Early Returns Ascent Status| Webmaster of an unoffical TTN page see profile for details
User currently offlineFLY764 From United States of America, joined Mar 2005, 114 posts, RR: 3
Reply 14, posted (7 years 3 months 1 day 9 hours ago) and read 2323 times:

Quoting Mir (Reply 10):
Probably. CO only serves meals at "mealtimes", which are defined by certain parameters that I can't think of off the top of my head. An overnight wouldn't count, though I have to admit even a cold breakfast (yogurt with granola or something) would be nice at the end of a red-eye.

I've only worked for CO for a year and a few months but colleauges of mine said that COused to serve meals on domestic red eyes, but there were so many turn downs and so much food wasted that they stopped serving meals all together on red eyes. Typical service as of now on a red will be one or two beverage carts, peanuts/pretlzels, and then hourly passes with water/juice.


User currently offlineJetBluefan1 From United States of America, joined Dec 2003, 2982 posts, RR: 14
Reply 15, posted (7 years 3 months 1 day 9 hours ago) and read 2321 times:

Quoting Kevin777 (Reply 9):
B6 is hardly an LCC anymore, if it ever were.

LCC refers to low costs, not necessarily low fares. Nonetheless, take a look at B6's average fares in their markets and they are well below what they were before JetBlue's entrance.

I'm guessing that besides those $49 flights from JFK to BOS, B6 also scored high in the customer service and IFE categories.

JetBluefan1



Most people on a.net hate JetBlue. Get used to it.
User currently offlineCloudboy From United States of America, joined Jan 2004, 828 posts, RR: 0
Reply 16, posted (7 years 3 months 1 day 7 hours ago) and read 2237 times:

Quoting JerseyGuy (Reply 13):
Ya know, this whole, "This survey/award isn't reliable" crap is getting really old. I'm sick and tired of it. Survey after survey, award after award says that Jetblue is the best low cost carrier and that Continental is the best legacy carrier. They can't ALL be wrong. People like getting more for their money. Continental provides meals at mealtime. Jetblue provides extra legroom and Good IFE, thats why they rank high in customer satisfaction.

Don't get me wrong, I do believe that Jet blue and continental both have an extreemly good reputation for customer service. I will even go so far to say that I think it shows how far that can take them. But I still think that too much attention is payed to surveys, which aren't 100% accurate OR helpful. Why can't they just ask who you think is best and why?

Quoting JetBluefan1 (Reply 15):
LCC refers to low costs, not necessarily low fares. Nonetheless, take a look at B6's average fares in their markets and they are well below what they were before JetBlue's entrance.

I'm guessing that besides those $49 flights from JFK to BOS, B6 also scored high in the customer service and IFE categories.

JetBluefan1

I too am a little uncomfortable with how the survey seems to be stressing the low cost aspects more than the service. I would be very interested to see how they would fare without that factored in. I would bet that they would stay the same, and even move up a bit in ranking.



"Six becoming three doesn't create more Americans that want to fly." -Adam Pilarski
User currently offlineTrvlnMan From United States of America, joined Apr 2007, 145 posts, RR: 1
Reply 17, posted (7 years 3 months 1 day 6 hours ago) and read 2198 times:

Quoting Cloudboy (Reply 16):
Why can't they just ask who you think is best and why?


Um, isn't that what a survey is?


User currently offlineInTheSky74 From United States of America, joined Sep 2005, 546 posts, RR: 0
Reply 18, posted (7 years 3 months 1 day 6 hours ago) and read 2198 times:

If you're not aware, the same survey is given to passengers on the legacies and the LCC's. They used to be bundled into 1 survey, and several years ago, it was Jetblue #1 and Continental #2. If you take the actual "score" of each airline now, it is still the same. It hasn't changed in several years.

I happen to agree with the survey.


User currently offlineJetBluefan1 From United States of America, joined Dec 2003, 2982 posts, RR: 14
Reply 19, posted (7 years 3 months 1 day 5 hours ago) and read 2154 times:

Quoting Cloudboy (Reply 16):
I too am a little uncomfortable with how the survey seems to be stressing the low cost aspects more than the service. I would be very interested to see how they would fare without that factored in. I would bet that they would stay the same, and even move up a bit in ranking.

It certainly would be interesting to see. Nonetheless, there is the old saying that goes "you get what you pay for." I guess this survey really highlights that facet of an airline.

JetBluefan1



Most people on a.net hate JetBlue. Get used to it.
User currently offlineIkramerica From United States of America, joined May 2005, 21529 posts, RR: 59
Reply 20, posted (7 years 3 months 1 day 4 hours ago) and read 2103 times:

Quoting Kevin777 (Reply 9):
Is it because it's an overnight flight or? Still, they could serve a little breakfast...

It's because it's an overnight flight.

Quoting FLY764 (Reply 14):
Typical service as of now on a red will be one or two beverage carts, peanuts/pretlzels, and then hourly passes with water/juice.

While on a longer red-eye I'd hope for breakfast, why exactly does anyone expect to have a meal in the middle of the night? Do you eat at 2AM at home? They offer drinks and water and juice and peanuts. If you eat more than that at night, you should change your habits!  Wink

Quoting Cloudboy (Reply 16):
Don't get me wrong, I do believe that Jet blue and continental both have an extreemly good reputation for customer service.

Me too. I just don't like JD Power. I think that many of their surveys and criteria are non-scientific.



Of all the things to worry about... the Wookie has no pants.
User currently offlineKevin777 From Denmark, joined Sep 2006, 1165 posts, RR: 1
Reply 21, posted (7 years 3 months 1 day ago) and read 2049 times:

Quoting JetBluefan1 (Reply 15):
LCC refers to low costs, not necessarily low fares.

Well, maybe, but to be fair, B6 does not have low costs - maybe lower than many old legacies, yes, but not low costs in an "LCC" sense IMO. (very) good legroom, PTVs etc. and low-costs do not go hand-in-hand IMO (but that's another thread). Nothing wrong with a bit higher costs and a much better product btw.

Quoting Ikramerica (Reply 20):
Do you eat at 2AM at home?

Sometimes! Nice to sleep after a little snack...

Quoting Ikramerica (Reply 20):
They offer drinks and water and juice and peanuts. If you eat more than that at night, you should change your habits!

Well, that's frills for me!.. What do they give you on an overnight flight in Europe? Nothing! Not even water (although it can be purchased at 25 % of your airfare). And then they walk up and down th aisle selling you lottery coupons during the night... bastards!

Well, looking forward to flying CO and B6 this fall very much now; two of the best!

Kevin777  Smile



"I was waiting for you at DFW, but you must have been in LUV" CPH-HAM-CPH CR9
User currently offlineJetBluefan1 From United States of America, joined Dec 2003, 2982 posts, RR: 14
Reply 22, posted (7 years 3 months 12 hours ago) and read 1939 times:

Quoting Kevin777 (Reply 21):
Well, maybe, but to be fair, B6 does not have low costs

JetBlue's costs are actually very, very low. Taking a look at CASM and comparing it to other LCC's such as WN and FL is not a good indicator because JetBlue operates 100-seat E190's, which are smaller than anything either one of those airlines have.

Quoting Kevin777 (Reply 21):
Nothing wrong with a bit higher costs and a much better product btw.

I agree. As long as you can get a higher fare for it though!

JetBluefan1



Most people on a.net hate JetBlue. Get used to it.
User currently offlineAzjubilee From United States of America, joined Apr 2000, 3931 posts, RR: 27
Reply 23, posted (7 years 3 months 11 hours ago) and read 1905 times:

Has anyone botheres to look at the score of the first place and the last place? IF you do, you'll see that they aren't separated by much. What does that mean? It depends... you could say that CO, while number one, isn't that great. Or you can say NWA, who was last, isn't that bad, but happens to rank last. Personally, I deduce from this survey and my experience traveling that they're all about the same with no clear winner.


AZJ


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