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Delta Ranked Low On Harris Poll  
User currently offlineDL1011 From United States of America, joined May 1999, 386 posts, RR: 2
Posted (4 years 5 months 1 week 21 hours ago) and read 6201 times:

http://news.harrisinteractive.com/pr...3&ResLibraryID=37252&Category=1765

Harris Poll of the 60 most visible companies in the U.S.

Delta ranked 51.

Comments?

52 replies: All unread, showing first 25:
 
User currently offlinetoobz From Finland, joined Jan 2010, 785 posts, RR: 0
Reply 1, posted (4 years 5 months 1 week 20 hours ago) and read 6055 times:

I don't get this bitterness regarding DL in these new polls. Who cares what some a*%hole with an agenda decides to put in a poll. The bottom 9 include companies that most people would be pissed at rightfully with bailouts and what not..but what the hell puts DL in the bottom 10?

User currently offlinePHXtoDCAtoMSP From United States of America, joined Feb 2008, 299 posts, RR: 0
Reply 2, posted (4 years 5 months 1 week 19 hours ago) and read 5971 times:

Quoting toobz (Reply 1):
but what the hell puts DL in the bottom 10?

Part of the criteria and score was profitability. Certainly against most of the companies on that list....this would be a major factor against DL if part of the score is profitability


User currently offlineDeltaMD90 From United States of America, joined Apr 2008, 7914 posts, RR: 51
Reply 3, posted (4 years 5 months 1 week 19 hours ago) and read 5935 times:

Didn't we have a thread on this same poll about a week ago? I believe it was concluded that the thread title is very misleading since most airlines never even made the list. The thread title makes it look like Delta scored very poorly compared to everyone else, especially since, IIRC, only Delta and Southwest were on this list.


Ironically I have never flown a Delta MD-90 :)
User currently offlinesmpplnohow2fly From United States of America, joined Apr 2010, 72 posts, RR: 0
Reply 4, posted (4 years 5 months 1 week 19 hours ago) and read 5844 times:

Well i never heard of the harris poll so there is that...lol

 



The beginning is the end is the beginning
User currently offlinejimpop From , joined Dec 1969, posts, RR:
Reply 5, posted (4 years 5 months 1 week 18 hours ago) and read 5722 times:

I rank DL low these days.

Here's an example why: This past Wed evening I was flying ATL-IAD. I arrived at ATL a bit earlier than expected, walked at a normal pace to the next IAD gate (a delayed flight), and asked about available seating. I was told there were ~20 open seats and I could have one for $50 on the spot. I declined as my original flight was only ~1 hour away, the boarding door was shut and the flight was closed. Within 1 minute a handful of well-heeled businessmen show up (they were booked on that flight). The gate agent told them quite curtly that they were out of luck and should have been at the gate 10 minutes before closing. They explained they were connecting via another DL flight, and politely asked the lady if they could board since the plane was still at the gate. She picked up the phone, dialed a number, quietly said something and immediately hung up. She then turned to the businessmen and said there was nothing she could do and that they would have to wait on the next IAD flight (the flight that I was booked on). I smiled nicely and commented that the next flight was overbooked, and that this flight is leaving with ~20 empty seats, and that DL wanted to charge me an extra $50. One of the businessmen pointed out that he had elite+ status and that DL would end up compensating some PAX $200 on the next flight in order to accommodate him. So in the end, DL tried to make a fast $50 from me, and worse they probably compensated at least one person $200 in order to accommodate one or more of the well-heeled elites on the next flight. The whole situation could have been handled much differently in many ways. Nothing about this is unusual nor rare, it's a daily occurrence at a lot of airlines. But the DL attitude towards those businessmen (who were delayed by a different DL flight) could have been much much better. Their encounter with the gate agent was cold and unsympathetic, almost condescending. It's these little things that make fliers think lowly of DL. By simple analysis it's easy to see that DL, being the worlds largest airline, is going to have more customer problems than other airlines. It's also easy to extrapolate that those DL fliers who periodically fly other airlines, aren't going to have as many problems at those other airlines. So DL, with the most PAX, has a larger number of customers with legitimate complaints, and that leads to low poll numbers.

I grew up in a DL community, my mother worked in DL corporate offices, my friends' father's were DL mechanics, my friends worked the DL ramp. Today i have a friend who's a DL gate agent, a neighbor in DL corporate, another neighbor who's a DL FA. BUT, because I have an extended experience of more travel headaches on DL, I choose to fly AA or FL whenever I can and I have no regrets about it, not a one.


User currently offlinetoobz From Finland, joined Jan 2010, 785 posts, RR: 0
Reply 6, posted (4 years 5 months 1 week 17 hours ago) and read 5485 times:

Quoting jimpop (Reply 5):
I rank DL low these days.

ok now THAT would be a legitimate reason to give DL a minus. If these last 2 polls indicated customer dissatisfaction I would state "DL needs to get their act together!"
even though alot of people have negative feelings about DL,which that is their right, alot more people continue to fly them and enjoy their flights. Like I said earlier, the issue here is DL got put in the bottom ten with all other companies that are ABSOLUTELY despised my most Americans. Yeah DL posted some big losses again but so did other airlines and corporations. I still fail to see why DLs profitabilty put it there. Ok rant over 


User currently offlinetoobz From Finland, joined Jan 2010, 785 posts, RR: 0
Reply 7, posted (4 years 5 months 1 week 17 hours ago) and read 5448 times:

And JIMPOP, as much as I can see why you are not the happiest DL flyer, I know from first hand experience DL enforces that 10min rule pretty well. Nowadays when they've decided it's time to go, it's time and once the boarding door is closed it ain't opening.Ive been denied boarding for showing up late- even though I was there a few min from departure-and watched the plane sit there for another 20mins. Ugh..

User currently offlinedeltal1011man From United States of America, joined Sep 2005, 9428 posts, RR: 14
Reply 8, posted (4 years 5 months 1 week 16 hours ago) and read 5349 times:

Quoting smpplnohow2fly (Reply 4):

I have....but for NCAA football. LMAO



yep.
User currently offlineUAL747DEN From United States of America, joined Dec 2003, 2392 posts, RR: 11
Reply 9, posted (4 years 5 months 1 week 16 hours ago) and read 5325 times:

Quoting jimpop (Reply 5):
Here's an example why: This past Wed evening I was flying ATL-IAD. I arrived at ATL a bit earlier than expected, walked at a normal pace to the next IAD gate (a delayed flight), and asked about available seating. I was told there were ~20 open seats and I could have one for $50 on the spot. I declined as my original flight was only ~1 hour away, the boarding door was shut and the flight was closed. Within 1 minute a handful of well-heeled businessmen show up (they were booked on that flight). The gate agent told them quite curtly that they were out of luck and should have been at the gate 10 minutes before closing. They explained they were connecting via another DL flight, and politely asked the lady if they could board since the plane was still at the gate. She picked up the phone, dialed a number, quietly said something and immediately hung up. She then turned to the businessmen and said there was nothing she could do and that they would have to wait on the next IAD flight (the flight that I was booked on). I smiled nicely and commented that the next flight was overbooked, and that this flight is leaving with ~20 empty seats, and that DL wanted to charge me an extra $50. One of the businessmen pointed out that he had elite+ status and that DL would end up compensating some PAX $200 on the next flight in order to accommodate him. So in the end, DL tried to make a fast $50 from me, and worse they probably compensated at least one person $200 in order to accommodate one or more of the well-heeled elites on the next flight. The whole situation could have been handled much differently in many ways. Nothing about this is unusual nor rare, it's a daily occurrence at a lot of airlines. But the DL attitude towards those businessmen (who were delayed by a different DL flight) could have been much much better. Their encounter with the gate agent was cold and unsympathetic, almost condescending. It's these little things that make fliers think lowly of DL. By simple analysis it's easy to see that DL, being the worlds largest airline, is going to have more customer problems than other airlines. It's also easy to extrapolate that those DL fliers who periodically fly other airlines, aren't going to have as many problems at those other airlines. So DL, with the most PAX, has a larger number of customers with legitimate complaints, and that leads to low poll numbers.

I fail to see the problem with your story. This is not a Delta thing this is an airline thing. After that door is closed a lot of things happen that cannot easily be reversed so its pretty hard to just say "oh sorry let me go open it back up and you can get on!"
If the agent would have known that these pax were on their way and it was possible to hold the flight they would have done it, but an IAD flight is a pretty important flight to get out and so that is what it did, got out on time. If you would have been on the flight and the door would have been reopened for late pax and the flight delayed you would have also been mad and posted about it here, DL choose to make a few people upset and keep their schedule intact, VERY good decision in my opinion!

(I do wonder why you would have made such a comment though. There was no reason for you to open your mouth and give the agent a hard time, I would have "accidentally" lost your reservation if I was her, she could have at least called the other gave and made you the INVOL!)



/// UNITED AIRLINES
User currently offlinetoobz From Finland, joined Jan 2010, 785 posts, RR: 0
Reply 10, posted (4 years 5 months 1 week 16 hours ago) and read 5252 times:

Quoting UAL747DEN (Reply 9):
(I do wonder why you would have made such a comment though. There was no reason for you to open your mouth and give the agent a hard time, I would have "accidentally" lost your reservation if I was her, she could have at least called the other gave and made you the INVOL!)

lol damn your harsh. I'm with you though, GAs are not to be messed with. They have more power in their hands then most people give them credit for


User currently offlineLAXintl From United States of America, joined May 2000, 25408 posts, RR: 49
Reply 11, posted (4 years 5 months 1 week 16 hours ago) and read 5231 times:

Harris is one of the nations largest (and long time) public opinion research group.
Some peers are AC Nielsen, JD Power, Zagby.



From the desert to the sea, to all of Southern California
User currently offlineAirNZ From , joined Dec 1969, posts, RR:
Reply 12, posted (4 years 5 months 1 week 16 hours ago) and read 5162 times:

Quoting toobz (Reply 6):
alot more people continue to fly them and enjoy their flights. Like I said earlier, the issue here is DL got put in the bottom ten with all other companies that are ABSOLUTELY despised my most Americans.

Actually, if you look at it correctly most people don't fly with them. With respect, the issue here is that you simply don't agree with the poll. So be it, and that is your right.....as it is equally the right of anyone's vote who put them in the said position.


User currently offlineJKJ777 From United States of America, joined Aug 2007, 397 posts, RR: 0
Reply 13, posted (4 years 5 months 1 week 15 hours ago) and read 5137 times:

Quoting jimpop (Reply 5):
DL fliers who periodically fly other airlines, aren't going to have as many problems at those other airlines. So DL, with the most PAX, has a larger number of customers with legitimate complaints, and that leads to low poll numbers.

This is one of the most ignorant statements I have read on this forum...........I am an elite+ with Delta and had to fly US Airways a few weeks ago. Not only was it the worst airline experience of my career, it was one of the most embarassing moments of my life. I do not really want to go into the entire story, but lets put it this way. The boarding door is closed and I am standing in the middle of the aisle without a seat and the flight attendants are literally snapping at me like a turtle. Oh wait, my seat is taken.......by someone without a boarding pass at all. Go explain that one and tell me how US Airways is ranked higher than DL on that list with this experience. Your story happens everyday and it is the way of the trade. Difficult to hold up 135 other passengers because 4 had to stop off at the sky club for a quick drink.


User currently offlinedc9northwest From Switzerland, joined Feb 2007, 2293 posts, RR: 7
Reply 14, posted (4 years 5 months 1 week 15 hours ago) and read 5115 times:

Quoting JKJ777 (Reply 13):
US Airways

In a previous thread, I think we concluded US Airways is not in this list. That would explain it  


User currently offlinesmpplnohow2fly From United States of America, joined Apr 2010, 72 posts, RR: 0
Reply 15, posted (4 years 5 months 1 week 15 hours ago) and read 5083 times:

Quoting deltal1011man (Reply 8):
I have....but for NCAA football. LMAO
Quoting LAXintl (Reply 11):
Harris is one of the nations largest (and long time) public opinion research group.
Some peers are AC Nielsen, JD Power, Zagby.

I have heard of HARRISburg...related? JK!!!

I read up on them on there site and it started ringing bells, I just thought i'd throw my comment in there as after reading the volcano post all day i needed some humor!

But I will comment this much, my personal feeling is that surveys for airline customer satisfaction aren't worth anything. Everyone has good experiences and bad experiences with ANY airline. It comes down to what the weather is doing that day, how the employees are feeling that day, how you as a passenger are feeling....the list goes on!



The beginning is the end is the beginning
User currently offlinewn700driver From , joined Dec 1969, posts, RR:
Reply 16, posted (4 years 5 months 1 week 15 hours ago) and read 5019 times:

Quoting UAL747DEN (Reply 9):
I would have "accidentally" lost your reservation if I was her, she could have at least called the other gave and made you the INVOL!

That's not very professional. Though I agree about not easily opening a door that's been closed, there is never a reason to "lose" someone's reservation. Perhaps for a moment you thought there was some other source of revenue for the airline?


User currently offlinedc9northwest From Switzerland, joined Feb 2007, 2293 posts, RR: 7
Reply 17, posted (4 years 5 months 1 week 15 hours ago) and read 4993 times:

Quoting wn700driver (Reply 16):
That's not very professional. Though I agree about not easily opening a door that's been closed, there is never a reason to "lose" someone's reservation. Perhaps for a moment you thought there was some other source of revenue for the airline?

Agree completely. Unprofessional behavior like the above is likely why most airlines would be towards the bottom end of the scale. Yeah, the passenger didn't act "properly", but being in the service industry you should be more tolerant of behavior that's not exactly proper or find a new job.


User currently offlinetoobz From Finland, joined Jan 2010, 785 posts, RR: 0
Reply 18, posted (4 years 5 months 1 week 15 hours ago) and read 4913 times:

Quoting AirNZ (Reply 12):

I never said most people fly DL. I don't believe that for a second.
I said MORE people find them just fine rather than not. Just like any airline.


User currently offlineca2ohHP From United States of America, joined Sep 2005, 955 posts, RR: 1
Reply 19, posted (4 years 5 months 1 week 13 hours ago) and read 4767 times:

Quoting UAL747DEN (Reply 9):
(I do wonder why you would have made such a comment though. There was no reason for you to open your mouth and give the agent a hard time, I would have "accidentally" lost your reservation if I was her, she could have at least called the other gave and made you the INVOL!)

Wow, is that how UA treats their customers everywhere?

Quoting jimpop (Reply 5):
I rank DL low these days.

I do too, their aircraft are dirty and I've had similar encounters with their customer service staff. The DL today is not the same DL I worked for in 1998. Unfortunately the DL cheerleader group is formidable on this website for whatever reason.


User currently offlineThumper From United States of America, joined Nov 2001, 550 posts, RR: 0
Reply 20, posted (4 years 5 months 1 week 13 hours ago) and read 4767 times:

In the last ten years I fly across the pond three times a year. I probably average twenty domestic flights a year and use Delta as often as I can. I have never had a problem with them! I don't understand all the hatered for Delta! I won't say they are the best out there but they are pretty close!

User currently offlineLAXintl From United States of America, joined May 2000, 25408 posts, RR: 49
Reply 21, posted (4 years 5 months 1 week 13 hours ago) and read 4734 times:

Quoting smpplnohow2fly (Reply 15):
But I will comment this much, my personal feeling is that surveys for airline customer satisfaction aren't worth anything. Everyone has good experiences and bad experiences with ANY airline. It comes down to what the weather is doing that day, how the employees are feeling that day, how you as a passenger are feeling....the list goes on!

Yes but the same goes for opinions on the best beer, hotel, restaurant, movies etc.

Everyone has an experience, good or bad that results in an opinion at the end. That is the whole point behind polls after all.

In a broad enough survey, the results should tend to express what the broader public feeling is.



From the desert to the sea, to all of Southern California
User currently offline2175301 From United States of America, joined May 2007, 1071 posts, RR: 0
Reply 22, posted (4 years 5 months 1 week 2 hours ago) and read 4481 times:

Quoting smpplnohow2fly (Reply 15):
Everyone has good experiences and bad experiences with ANY airline. It comes down to what the weather is doing that day, how the employees are feeling that day, how you as a passenger are feeling....the list goes on!

While that is a true statement; and I can usually blow off most issues as just a bad people day; Delta is the first airline to not respond at all to my complaint about a situation that occurred last fall.

I don't often actually feel a situation and the behaviors exhibited is so outrageous that I will write to the company. The last time was in the late 90's.

Not so much as a response by Delta that they had received my complaint. At least United acknowledged the complaint and turned Dave Carroll down (United Breaks Guitars).

Note that I saw no reason to post the situation here as I did not see how it would improve things.


User currently offlinemayor From United States of America, joined Mar 2008, 10431 posts, RR: 14
Reply 23, posted (4 years 5 months 1 week 1 hour ago) and read 4429 times:

Quoting ca2ohHP (Reply 19):
Unfortunately the DL cheerleader group is formidable on this website for whatever reason.

It's a little thing called loyalty.

Quoting jimpop (Reply 5):
who were delayed by a different DL flight

Do you know that for a fact? Perhaps they were connecting, but maybe they actually had time and were sitting in the bar.



"A committee is a group of the unprepared, appointed by the unwilling, to do the unnecessary"----Fred Allen
User currently offlinemayor From United States of America, joined Mar 2008, 10431 posts, RR: 14
Reply 24, posted (4 years 5 months 1 week 1 hour ago) and read 4414 times:

Quoting 2175301 (Reply 22):
Delta is the first airline to not respond at all to my complaint about a situation that occurred last fall.

Since this was a one time thing on your part, if you mailed in your complaint, you might remember that the USPS does lose things occasionally.



"A committee is a group of the unprepared, appointed by the unwilling, to do the unnecessary"----Fred Allen
25 ca2ohHP : To each their own. Loyalty/Cheerleading towards DL on this board runs high.
26 mayor : As it does for AA, CO, WN, etc. I was merely explaining the reason why, which you questioned. BTW, not that I'm questioning your age, but according t
27 johnclipper : I just flew DL last week JFK-DCA and DAB-ATL-CMH. I will cash out my miles with them and never fly with them again. JFK facilities were ok, but person
28 mayor : Perhaps that's the reason it WAS Option C. Exiting out the back in a large airport like that is a security nightmare for airline personnel. Having re
29 toobz : It strange how so many people dislike ATL. I find it one of the best (read: NOT the best) very clear layout. Ok who am I kidding. Its really cuz they
30 Blueman87 : ok What is the Harris Poll?
31 ca2ohHP : I was 18 in 1998, my profile gives an age range (26-35) - first job ever and a great experience. The "loyalty" on this board towards DL has always be
32 dc9northwest : I've yet to experience over-the-top excellence in the last 8 years or so.... In fact, I'd say that over-the-top excellence fails to exist in American
33 Post contains links nycplanebuff : This poll is pretty much meaningless for DL specifically without its peers UA, AA, CO included for comparison. Presumably the pollsters received resp
34 Post contains links blueflyer : There was a thread already about this poll. Can't find it so here is the same reality check I posted to calm the fears of poor DL fans who think their
35 OA412 : Exactly. The "cheerleaderism" (how's that for a new word?) on this board comes from fans of all airlines. Of course, each airline's fans claim that t
36 Post contains images ca2ohHP : I really haven't seen many negative DL threads, this one obviously an exception, to a point. Yes, I'm quite aware that each airline has it's fans and
37 Post contains images mayor : Are you sure you're reading the same forums as the rest of us? I haven't always noticed the over the top excellence, either. However, I am still loya
38 ca2ohHP : Eh, I'm not quite sure what relevance 33 years or 2 years really bears. Again, to each their own.
39 mayor : After working for them for 33+ years, I would think I would be apt to be more loyal towards them than someone that only worked there for 2 years, don
40 catiii : Don't mind him. Depending on the day he's either an executive at UA, or he's an executive at Frontier. Totally agree. Without knowing the sample size
41 mcdu : That is one of the worst things I have ever seen written. The gentlemen had a legitimate issue and you chose to treat him as the bad guy? The policy
42 ca2ohHP : In my short time I came into contact with people loyal to and not so loyal. Sure loyalty (and pay of course) retains employees to some extent, but no
43 catiii : Don't be so sure. He purports himself to be a UA "executive". Of course, he also just recently said he was responsible for the Frontier rebranding in
44 jimpop : I have had nothing but memorable DL upstairs experience (well, maybe one or two bad-day FAs, which is understandable). But the issue in my original c
45 Post contains images PM : That's just disgraceful. Come fly the friendly skies...
46 jimpop : Yes, 3 of the 5 people didn't know the others, and they all stated that they were in delayed connections. DL could improve this experience by trackin
47 mayor : They do, or at least they used to. The PSA (redcoat) at the arrival gate should have had knowledge of this and forwarded the info to the departure ga
48 Packcheer : Well just from my personal experience, I am loyal to Delta because every time I travel (up until August when I moved away) DL flew me from RDU to ATL
49 ckfred : This was a few years ago, but I was at ORD waiting for an AA flight to LGA. The plane at the gate was leaving for JAC. The East Coast had been zapped
50 worldtraveler : First, DL agents do know exactly what flights are arriving and, to the person, who is on the flight and what flights they are connecting from. DL does
51 catiii : I'd be intersted to know more about how this decision is made, who makes it, and how it's communicated. My home airport is LGA, and DL is my carrier
52 mayor : Certainly someone blew it in your case, especially as the departure was the last flight of the day. DL operations, with input from passenger service
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