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Zagat's Survey Of NW  
User currently offlineWpr8e From , joined Dec 1969, posts, RR:
Posted (13 years 4 weeks 19 hours ago) and read 1493 times:

“Average in every way” sums up popular opinion of this large carrier, which runs into turbulence with surveyors over planes that “should be on the Antiques Roadshow”, “bad attitudes” from flight attendants, “drab food”, “chronically undependable” scheduling and “skyway robbery” on fares to “monopoly destinations” like its hubs in Detroit and Minneapolis; this “knuckle-dragger” really “doesn’t deserve to code-share with Continental.”

My sentiments exactly.

From the 2001 Zagat's survey of US Airlines available on www.zagats.com.

40 replies: All unread, showing first 25:
 
User currently offlineContinentalEWR From United States of America, joined May 2000, 3762 posts, RR: 13
Reply 1, posted (13 years 4 weeks 18 hours ago) and read 1328 times:

I couldn't have said it better. Northwest is a truly crap carrier with gas guzzling planes, lousy service (if you can call it service) and an absolutely spiteful relationship with its customers. This carrier perenially
ranks at the very bottom of the rankings in my mind and probably dragged KLM down too.


ContinentalEWR


User currently offlineN312RC From United States of America, joined Aug 2000, 2680 posts, RR: 17
Reply 2, posted (13 years 4 weeks 18 hours ago) and read 1315 times:

As a Detroit native, I agree to the full extent.


But...........

There will be more people who are fans of this crummy airline and WILL stick up for them. I used to, but then I realized, this airline needs to clean up it's act. If a very established company like ZAGAT says so, then...........



Fly Delta's Big Jets!
User currently offlineSpacepope From Vatican City, joined Dec 1999, 2864 posts, RR: 1
Reply 3, posted (13 years 4 weeks 18 hours ago) and read 1304 times:

I fly very rarely, as being a college student, I cannot afford to. I flew 4 segments for thanksgiving last year, coming home to Lansing, all on NW, all on DC-9's (very nice!). Mechanics delayed me one hour in DTW while trying to locate a flashlight, but I was in FC all 4 times, so what's a little time to kick back and have a few beers? That being said, I still wouldn't hesitate to fly them if they were the cheapest fare available. It sucks being poor.





The last of the famous international playboys
User currently offlineWpr8e From , joined Dec 1969, posts, RR:
Reply 4, posted (13 years 4 weeks 18 hours ago) and read 1297 times:

And it gets better. This is from the International respondants from the Zagat's survery:

With “flight attendants who go out of their way to showcase their bad attitudes”, it’s little wonder that this airline rates so poorly; add to this “disgraceful” food on long hauls, “old planes” (“cramped DC-10s” Big grin and a “Detroit hub that’s an embarrassment” and some would prefer to “fly coach on other airlines than first class on this one”; if only it could “learn form its KLM partner” says surveyors.


User currently offlineDTW/ORD Fan! From United States of America, joined Feb 2001, 288 posts, RR: 0
Reply 5, posted (13 years 4 weeks 15 hours ago) and read 1284 times:

Excuse me, That "DETROIT EMBARRASSMENT" will be one of the nicest hub facilities in the world when it opens this December.
Northwest is activly getting a newer fleet. The DC-10's will begin to be phased out in 2002-3 by A330-300's and 757-300's. NW is getting tons of new A320 and A319 aircraft. The old 727's are almost gone. The DC-9's new 717 interiors are beautiful, and the 9's and 742's will last a while longer.
YES, the service needs an upgrade. A big one. You will get delays with any and every large airline at hubs. As for on-time, they are one of the best. But service is still one of the worst in the business. But that is CHANGING!
Yes, they do have a monopoly at DTW and MSP, but their managment is greedy as hell.
And yes, they were the most improved US airline in 2000, sorry folks.


User currently offlineAgnusBymaster From United States of America, joined Feb 2001, 652 posts, RR: 0
Reply 6, posted (13 years 4 weeks 14 hours ago) and read 1273 times:

Well, my sister wasn't real thrilled with her latest NW experience. Her flight from Seattle to Honolulu was delayed 7 hours due to mechanical problems, and then her flight back was delayed 2 hours due to another mechanical. She also complained about the lack of legroom on the DC-10s  Big grin



User currently offline747buff From United States of America, joined Jan 2001, 724 posts, RR: 0
Reply 7, posted (13 years 4 weeks 13 hours ago) and read 1258 times:

They also need to serve Coke instead of Pepsi.


Northwest Orient Airlines: The world is going our way!
User currently offlineNwa747-400 From United States of America, joined Sep 2000, 1337 posts, RR: 5
Reply 8, posted (13 years 4 weeks 12 hours ago) and read 1253 times:

“chronically undependable” scheduling - RIGHT THAT'S WHAT YOU GET FROM THE #1 ONTIME AIRLINE FROM 1990-1999 and #2 airline in 2000 and #1 so far in 2001.

“monopoly destinations” like its hubs in Detroit and Minneapolis - RIGHT AND DELTA DOESN'T DO THAT IN ATLANTA, CONTINENTAL AT NEWARK, AA AND UA AT OHARE...etc.

“doesn’t deserve to code-share with Continental.” - MAYBE NOT A COUPLE OF YEARS AGO, BUT THEY SURE DO NOW.

I am so sick of people giving poor reviews on Northwest based on old experiences from a couple of years ago. Look at how far they have come since 1998. Think about Continental as recently as 1996, they were the laughing stock of the industry.

Online checkin, eticket self service checkin, better food, new airlpanes (or really updated older ones), better business class (on the ground and in the air), great ontime performance, great elite benefits (unlimited domestic upgrades that you can actually get), and the list goes on....


NW has come so far and is still on the way up!





User currently offlineAzjubilee From United States of America, joined Apr 2000, 3799 posts, RR: 28
Reply 9, posted (13 years 4 weeks 12 hours ago) and read 1245 times:

NWA747-400 --

I totally agree! I have been flying NW since 1991 and actually haven't had very many problems. I have had my share of delays etc... but that is to be expected.

I firmly believe that you will be treated the way you treat other people. I am understanding and flexible and outwardly nice to the agents, fa's etc... I get it back in the form of smiles and wonderful service. These allegations of surly flights attendants and bad service is unfounded by me.

I also believe that people expect way too damn much out of the airlines. They are forms of transportation, therefore they really only need to transport us safely and reliably. Both of which NW does terrifically. On the matter of food, I don't expect a meal when I fly. If there isn't a meal, I plan accordingly. It isn't a flying restaurant is it?

Most Americans are quick to complain, only concentrate on the negatives, are totally selfish and are never willing to make a bad situation better.


Hmph... my 2 cents and will always stand behind my red tails!


AZJ


User currently offlineNwa#1 From , joined Dec 1969, posts, RR:
Reply 10, posted (13 years 4 weeks 11 hours ago) and read 1232 times:

I have enjoyed most of my experiences on NW. The flights are usually full, but I guess that is good for business. The FA's are very friendly and they are mostly ontime (unless one of the hubs has a storm)

I have seen all the ontime performance stats and they look good. I think that saying CO's program "onepass" is so much better is crazy when "woldperks" is identical.

Seating on NW is everybit as comfortable in the Main Cabin as others (obviously excluding UA EconPlus...but us regulars don't get to sit there, and AA MRTC)

The airplanes might be old, but the NW maintainece is excellent and the planes are very well kept. I have seen 30 year old DC-9s that look a million times better than others 10 year old 757s (inside and out). NW has spent millions ensuring their airplanes are great to fly on.

While I don't expect much from airline food, I have come to expect at least edible and most of the time pretty tasty food on NW. There is certainly more food than others offer.

I can't wait for the new planes that are on the way. The newer 757s, A319s, and A320s are very comfortable and I am sure the 757-300s and A330s will be great. I don't think there is any rush to replace the reliable DC9-30/40/50s and 747-200s. They are very good airplanes.

The most unreliable airplanes in the fleet are the 747-100s (which are gone) the 727-200s (which are going to be out next year) the DC9-10s (which are going in the next couple of years) and the DC10-40s (which are going this year and next year).

Contrary to popular belief, fleet age isn't all that matters. For example, TWA has a younger fleet age, and now they are bankrupt.

What really matters is running a great airline that is Ontime,clean, safe, and professional. All the things NW does BEST!


User currently offlineMartyS From , joined Dec 1969, posts, RR:
Reply 11, posted (13 years 4 weeks 11 hours ago) and read 1230 times:

For all those who are sick of NW at DTW: Help is coming.

Regards,
Marty


User currently offlineTWAneedsNOhelp From , joined Dec 1969, posts, RR:
Reply 12, posted (13 years 4 weeks 11 hours ago) and read 1228 times:

Never flown NW, but I do remember the huge spread in the Wall Street Journal a year or two ago about those people trapped in a 757 at DTW for like 9 hours 2 years ago.

Also, they serve Pepsi, instead of Coke? Rock On!

rgds
russ


User currently offlineBhmal From United States of America, joined Feb 2000, 140 posts, RR: 4
Reply 13, posted (13 years 4 weeks 3 hours ago) and read 1209 times:

I have been flying NW exclusively (when I can) since 1992 and I completely agree with AZJubilee. I treat others the way I want to be treated. I try to be friendly and polite and since 92 I've never been treated rudely by any NW employee. Sure, some employees have bad days just like I do but the worst treatment I ever had was still polite, just short. Many more times than not I get friendly service, smiles and polite treatment from NW employees.

I was an airline brat as a kid and thus have been flying all my life and have watched the changes in the industry go from exclusive, lavish service in the 80's to the bad service of the early 90's to where it is now. You pay for cheap transportation (in most cases) and get certain amenities to go with it. I don't expect a meal or anything else but it is nice. I don't think NW food is horrible. It certainly isn't four star restaurant quality but it holds you over until you can get a decent meal and in most cases it is actually pretty good food.

Perhaps my expectations are lower than others but I am happy with NW and my Worldperks FF program. I have taken 4 free roundtrips for vacations in the past 4 years. Just my opinion.


User currently offlineWpr8e From , joined Dec 1969, posts, RR:
Reply 14, posted (13 years 4 weeks ago) and read 1201 times:

N312RC,

You're right they are circling the wagons.

If you look at the entire Zagat's survey, they had nice things to say about every airline except NW. Your posts above may all be factually correct (new planes, new terminals, etc.) but the 31,000 people who filled out this survey don't agree.

"Most Americans are quick to complain, only concentrate on the negatives, are totally selfish and are never willing to make a bad situation better."

Thanks for the generalization. I couldn't disagree more.
Why don't you read the survey results and see what totally selfish Americans said about Continental, Alaska, United, Southwest and even TWA. Then re-read NW. Sorry fellas but they have done nothing to impress me lately

.


User currently offlineAlpha 1 From , joined Dec 1969, posts, RR:
Reply 15, posted (13 years 4 weeks ago) and read 1195 times:

In any survey, the preception usually lags 2/3 years behind the reality. In '96, CO was starting to win a bunch of customer service awards, but for that year, the yearly rankings of carriers put out by that one college (Tulsa?) ranked CO dead last among the airlines, even though CO was near the top in on-time performance and baggage handling, and complaints had been cut in half. The perception was still there that this was the same airline Lorenzo drove into the ground, but the reality was different.

For NW, it may be the same thing. They have been in the top 2 for on-time the last 2 years; they are modernizing their fleet. But the perception still lags.

One reason I believe it lags is the never-ending labor problems at NW. That debate is for another time, as I imagine all sides have enough blame to go around for the continued bitterness between labor/management. Until haromony is restored between those parties, the perception will remain. Employees who are not happy with their job and their employee will convey that attitude, whether they try to or not.

NW has gotten better, but you know there's a problem when a BizFirst who's CLE-LGW flight is delayed refuses the Business class on NW, and says he'd rather fly coach on CO than Business on NW.

If they get their labor problems settled-and that's a big IF, the perception will eventually change.


User currently offlineSxmarbury33 From United States of America, joined Oct 2000, 445 posts, RR: 0
Reply 16, posted (13 years 3 weeks 6 days 22 hours ago) and read 1177 times:

Hey is there any way you could post a site to read all the airlines ratings etc. from Zigat.

User currently offlineNwa747-400 From United States of America, joined Sep 2000, 1337 posts, RR: 5
Reply 17, posted (13 years 3 weeks 6 days 21 hours ago) and read 1177 times:

"If they get their labor problems settled-and that's a big IF, the perception will eventually change. "

Northwest has new contracts with all employees except the mechanics (which they are trying hard to fix now) and the New CEO said he is focusing on two major things Customer and employee satisfaction. So it should be getting better. I have already seen vast changes in employee morale flying around the NW system. I think when the new DTW terminal opens, things will really improve.

I do believe about the lag time, and I think NW has suffered enough for the problem it had in 1998. Comon guys, NW is running a great operation now.

It disgusts me that after the year United has last year the survey still had great things to say about them. How many millions of people's travel plans did they ruin???

These surveys all seem so biased. The only survey I have seen that isn't is the one published by the DOT. The Air Travel Consumer Report publishes the facts, and that is what counts.

Looking at that survey NW continues to be a top 3 airline!

GIVE THEM THE CREDIT THEY HAVE WORKED SO HARD TO DESERVE!!!!!

I am flying them tomorrow from Bloomington, IL to Memphis to Detroit and I am really looking forward to flying on Northwest. ( I already checked in on the internet and it only took 3 minutes!)


User currently offlineWpr8e From , joined Dec 1969, posts, RR:
Reply 18, posted (13 years 3 weeks 6 days 15 hours ago) and read 1148 times:

NWA747-400

The Air Travel Consumer Report is not exactly fact. It is a compulation of all the consumer complaints that are reported to the DOT. Most people cannot be bothered to write to the DOT if their F/A was rude to them. Most people wouldn't take the time to fill out this type of information.

Zagat's and other guides take polls of thousands of readers and ask them to rank their statisfaction level.

You are obviously very pro-NWA and frankly that's great. It is nice to see people getting behind airlines. I have a feeling that someone in your family works for them. I have been critical in the past of NW since in most cases, their service has been less than satisfactory. Don't let your admiration for NW cloud some obvious shortcomings.


User currently offlineSEVEN_FIFTY7 From United States of America, joined Sep 2000, 957 posts, RR: 4
Reply 19, posted (13 years 3 weeks 6 days 15 hours ago) and read 1149 times:

I really, really would like to know Gordon Bethune's thoughts on his large, misunderstood codeshare partner. I mean, that guy is really doing quite a brainwashing job on all of his "happy" employees, making them believe that his "award-winning" CO is the best carrier since Pop Tarts. I've even heard that CO's arrogant flight attendants regularly bash NW to CO's own passengers! And considering how Bethune tries to berate UA and the other larger carriers regularly, I'd love to know how he feels about NW.




User currently offlineEIPremier From United States of America, joined Sep 2000, 1543 posts, RR: 1
Reply 20, posted (13 years 3 weeks 6 days 15 hours ago) and read 1149 times:

The other problem with the DOT report is that certain airlines make more effort to intercept complaints before they ever reach the government. You could say these airlines are showing a commitment to customer service by doing this, but at the same time, it means legit complaints are often not reaching the DOT.

For example, certain airlines stock those "Customer Comment" forms throughout their airports and are much more responsive to customer e-mail and phone calls. Often, a passenger will try to resolve a complaint with the airline first and then if they are not successful, they will go to the government.

However, when filling out a survey, such as the Zagat survey, you will see more mention of the problems which the airline was able to successfully resolve. It's also important to note the Zagat survey criteria---food, service and comfort. No mention of the things the DOT covers, such as baggage handling, overbooking and on-time performance.

Also, on the issue of delays, some airlines, such as Alaska and Southwest experience a lot of short, inconsequencial delays, while other airlines pad their schedules heavily. These airlines may have few short delays, but may still have other operational problems leading to elongated delays.


User currently offlineNwa747-400 From United States of America, joined Sep 2000, 1337 posts, RR: 5
Reply 21, posted (13 years 3 weeks 6 days 15 hours ago) and read 1147 times:

Nobody in my family works for NW. My dad is an accoutant and my mother has done a wonderful job of raising me and my brother.

I just like airlines that run ontime, get me there with my bags, are safe, and professional. I like CO and AA too for those reasons too. I have just flown NW the most and they have been very consistent. I will support NW no matter how much other people critizice me for doing it because I have no reason other than to say good things about them and their operation.

I think that offering passengers a chance to resolve complaints with the airline is a great idea and shows a tru commitment to customer service. I would much rather be able to complain to the airline and get a travel voucher, as opposed to complaining to the government and becoming a statistic in their report.

I think the DOT reports the facts as they are hear and now and do rely on the lagging problem of cosumers. For example, most of the travelling public still think "Northwest....people stuck on airplanes in DTW for 9 hours" even though NW is one of the most ontime airlines ever to fly, while they think "United....wow big airline, they must be good" forgetting the hell they put everyone through last year.

Just my ideas.


User currently offlineAlpha 1 From , joined Dec 1969, posts, RR:
Reply 22, posted (13 years 3 weeks 6 days 12 hours ago) and read 1138 times:

757, get off your high horse. If you don't like to look at the facts, then don't. You don't make the Fortune 100 list of Best Places to work unless our employees are happy; you don't win Customer Serivce awards unless many of your customers are happy. Got it? Not brainwashing, just doing the job the right way.

People at every airline tend to bash the competition from time to time-that's why it's called competition. As for what Gordon thinks of NW, well, he just sealed a 25-year Alliance with them, so he must not be to upset, don't you think?


User currently offlineToxtethogrady From United States of America, joined Dec 2000, 1013 posts, RR: 0
Reply 23, posted (13 years 3 weeks 6 days 12 hours ago) and read 1136 times:

...and it shows. They are living like Nyrop is still in charge. Only they would find value in retrofitting all their DC-9's rather than spiffing up with new Airbuses (c'mon guys, you bought the A320 and 319. Buy the 318 and give the old 9's a nice retirement!) Only they would think they could pay $60 million for a $90 million terminal building. No wonder they seem to go on strike every five years.

User currently offlineRepublic From Canada, joined Dec 2012, 0 posts, RR: 0
Reply 24, posted (13 years 3 weeks 6 days 3 hours ago) and read 1120 times:

My girlfriend goes to college in Virginia. Since I live in Houston, when she comes to visit, I make every atempt to book her on the hometown airline CO. In the last year, she has flown NW 3 times from ROA, CO 3 times from ORF, and DL 1 time from ROA.

She has no clue whether it is a 735 or 320 or 727. As much as I try to get her to prefer CO, she consistently likes NW's food and service and their A319/320s better than CO and their 735s, and especially DL( for a 6 hr connecting flight rt from ROA to IAH, no meal service at all). So, to keep her happy, NW it is, since she can still get One Pass miles.


Rgds,
Joe



25 A330_DTW : At least DTW is not the worst airport! 10) Coming in for a Landing. While no clear winner emerges for best domestic airport, New York's JFK takes the
26 A330_DTW : Take a look at Delta's rating: "..not enough legroom", schedules suffer from "a loose definitione of 'on time'" and "doggy-bag" pack lunches are "the
27 A330_DTW : And Continental's: "sparse food" I guess it's not just Northwest with bad food, now is it?
28 Post contains images SEVEN_FIFTY7 : Alpha 2 wrote: >>"People at every airline tend to bash the competition from time to time-that's why it's called competition."
29 Alpha 1 : Gordon doesn't "teach" anything, as far as this goes. There aren't "GordonVision" monitors set up around the company to "teach" things. That kind of s
30 AA767400 : since when is JFK worst then LGA? or better yet MIA. and i do believe the public expects too much from airlines! i mean NW has it's negatives just lik
31 Hugo : I wouldn't say Northwest is all bad but I wouldn't say it is a top carrier either. I have flown NW quite a few times but only on First and World Busin
32 A330_DTW : According to Zagat's survey (and if a top-rated company like Zagat says it, it must be true--at least according to one of the people here) JFK is clea
33 A330_DTW : Alpha one wrote: "NW has gotten better, but you know there's a problem when a BizFirst who's CLE-LGW flight is delayed refuses the Business class on N
34 A330_DTW : Yes, Northwest is the ONLY airline in the United States with labor issues! EVERYONE at United, Delta, American, etc. are the epitome of Happy-go-lucky
35 DTW/ORD Fan! : I have flown NW many times as I have said before, and I truly think that the only reason NW employees may have rude attitudes, is because they get rud
36 Alpha 1 : A330, you need to be a little less defensive! That quote came direct from a WorldPerks Elite memeber who was flying CO CLE-LGW. It may be one person,
37 AerLingus : Northwest isn't an awful airline and I don't understand why everyone refuses to leave their DC-9s alone. Let's face it, their 9s and 10s are not by an
38 Logos : Northwest isn't an awful airline and I don't understand why everyone refuses to leave their DC-9s alone. Let's face it, their 9s and 10s are not by an
39 BH346 : Northwest is NOT as bad as everyone says they are, IMHO. "planes that “should be on the Antiques Roadshow” Yes, some of these DC-10s and D
40 Post contains images Nwa747-400 : Every NW airplane has a new interior...so I don't agree with the tired, ugly theory mentioned above. Even the 727s and DC10-40s have been redone even
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