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JD Power – Top Customer Svc: B6, WN & VX  
User currently offlinemercure1 From French Polynesia, joined Jul 2008, 1728 posts, RR: 2
Posted (2 years 9 months 2 weeks 2 days 10 hours ago) and read 4081 times:

J.D. Power the global marketing and survey company is out with its 2012 customer service awards.

List is based on more than 800 companies in 20 industries.

Top rated US airlines for customer service excellence were JetBlue, Southwest and Virgin America.

News story.
http://travelkit.msnbc.msn.com/_news...ica-get-top-customer-service-marks

Kudos to JetBlue, Southwest and Virgin America which the survey found had well trained staff to ensure a good experience for traveler. Results showed the brands placed importance to go above and beyond in service and amenities and that friendliness factor was important element in product delivery.

51 replies: All unread, showing first 25:
 
User currently offlineBD338 From United States of America, joined Jul 2010, 740 posts, RR: 0
Reply 1, posted (2 years 9 months 2 weeks 2 days 4 hours ago) and read 3822 times:

Quoting mercure1 (Thread starter):
Top rated US airlines for customer service excellence were JetBlue, Southwest and Virgin America.

Three airlines that don't nickel and dime the vast majority of their customers (read: Y class) at every opportunity scores well in customer satisfaction survey. Hardly surprising. WN and B6 get the vast majority (approx 100 segments last year between the two) of my domestic US travel each year for the very reason that they do seem to care about the guy in coach, a simple product, friendly service and Free TV and great snacks on B6! I would love to give VX a go but they have so far avoided PHX.


User currently offlinelightsaber From United States of America, joined Jan 2005, 13551 posts, RR: 100
Reply 2, posted (2 years 9 months 2 weeks 2 days 4 hours ago) and read 3801 times:
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I wonder when people were thinking of prior to this survey. All three airlines have excellent service, but WN seems to have slid. Also, AA has improved *dramatically* (in my experience) in 2012. I'm impressed how much they've improved. I've flown AA a bit this year, six legs, and not once was there a 'galley queen' and the service was... GOOD! Really at B6 leveles! B6 remains my favorite airline (I like flying in/out of LGB), but they just do not fly where I've been going in 2012.

Quoting BD338 (Reply 1):
Three airlines that don't nickel and dime the vast majority of their customers (read: Y class) at every opportunity

I'm sure that has a bit to do with it.

Quoting BD338 (Reply 1):
and Free TV

Perfect to shut up the idiot in the next seat so one can read.   Seriously, why do people consider reading something to interrupt every few minutes? With the TV... turn it on and *pretend* to be listening and it is a peaceful flight. Unless one is seated next to someone interesting (usually a grey hair with a fun life story).

LIghtsaber



Societies that achieve a critical mass of ideas achieve self sustaining growth; others stagnate.
User currently offlineslcdeltarumd11 From United States of America, joined Jan 2004, 3640 posts, RR: 0
Reply 3, posted (2 years 9 months 2 weeks 2 days 2 hours ago) and read 3674 times:

not surprised. customer service seems to be lowest with the legacies unfortunitely. I have always found WN customer service to fix things quickly and with the right solutions. Jetblue also seems to want to resolve problems i had a connecting flight cancelled on me so i had to rent a car and they called me to refund my money and apologize. The legacies would

My experiences with united reservations in india have been by far the worst i have ever had. Unreasonable and incorrrect information given out and people who just cant sympathise or relate since they have never been in those situations.


User currently offlinemayor From United States of America, joined Mar 2008, 10668 posts, RR: 14
Reply 4, posted (2 years 9 months 2 weeks 2 days 1 hour ago) and read 3662 times:

Quoting BD338 (Reply 1):
WN and B6 get the vast majority (approx 100 segments last year between the two) of my domestic US travel each year for the very reason that they do seem to care about the guy in coach,

As I mentioned in the "duplicate" thread, that seems a little misleading as "coach" is all they fly, right?



"A committee is a group of the unprepared, appointed by the unwilling, to do the unnecessary"----Fred Allen
User currently offlinefrmrCapCadet From United States of America, joined May 2008, 1744 posts, RR: 1
Reply 5, posted (2 years 9 months 2 weeks 1 day 16 hours ago) and read 3500 times:

The article specifically discusses that the legacy airlines concentrate on customer service for business and first class people, and implies that they frequently do not like or offer decent service to their coach passengers. It also points out that not offering 1 or 2 bags fly free is not liked by many customers. It also discusses at some length that many (most?) people find flying stressful, and that the three winners are aware of this, and go out of their way to lessen the stress.

Family members who were flying a lot, and much of it business and first class would concur that flying was generally not pleasant (read stressful). This is as opposed to the 50s and 60s when flying was often the high point of the trip. There is no easy way to go over 1000 mile trips without flying, and most of us tolerate the poor service and discomfort (read stress). We also tolerate dentists. LOL



Buffet: the airline business...has eaten up capital...like..no other (business)
User currently offlinemayor From United States of America, joined Mar 2008, 10668 posts, RR: 14
Reply 6, posted (2 years 9 months 2 weeks 1 day 16 hours ago) and read 3486 times:

Seems like the parameters of this "survey" were set up to favor the three that won, doesn't it?


"A committee is a group of the unprepared, appointed by the unwilling, to do the unnecessary"----Fred Allen
User currently offlinedelta2ual From United States of America, joined Dec 2007, 626 posts, RR: 1
Reply 7, posted (2 years 9 months 2 weeks 1 day 15 hours ago) and read 3460 times:

The article says this "Customer Service Champions" award began two years ago. So this is different from the regular JD Powers awards?


From the world's largest airline-to the world's largest airline. Delta2ual
User currently offlineRamblinMan From United States of America, joined Oct 2010, 1138 posts, RR: 1
Reply 8, posted (2 years 9 months 2 weeks 1 day 15 hours ago) and read 3411 times:

Quoting mayor (Reply 6):
Seems like the parameters of this "survey" were set up to favor the three that won, doesn't it?

Well...its a customer service award...and their customer service is better...so, yeah.

Quoting mayor (Reply 4):
that seems a little misleading as "coach" is all they fly, right?

And on domestic sectors with rare exception it's all I fly too. So I really couldn't care less about the existence or service standards of first class.


User currently offlinemayor From United States of America, joined Mar 2008, 10668 posts, RR: 14
Reply 9, posted (2 years 9 months 2 weeks 1 day 15 hours ago) and read 3397 times:

Well, as usual, it's an apples to oranges comparison.


"A committee is a group of the unprepared, appointed by the unwilling, to do the unnecessary"----Fred Allen
User currently offlinejfklganyc From United States of America, joined Jan 2004, 3627 posts, RR: 6
Reply 10, posted (2 years 9 months 2 weeks 1 day 15 hours ago) and read 3386 times:

"Also, AA has improved *dramatically* (in my experience) in 2012. I'm impressed how much they've improved. I've flown AA a bit this year, six legs, and not once was there a 'galley queen' and the service was... GOOD! Really at B6 leveles! B6 remains my favorite airline (I like flying in/out of LGB), but they just do not fly where I've been going in 2012."


Near death experiences changes people, changes companies too.

All of a sudden those front line employees really, really want you to come back again. Last year they were taxiing extra slow and the FAs were wearing bright red union badges that you could see a mile away.

Funny how that works.


User currently offlineHiFlyerAS From United States of America, joined Jul 2011, 1016 posts, RR: 2
Reply 11, posted (2 years 9 months 2 weeks 1 day 15 hours ago) and read 3380 times:

After winning four years in a row I guess it was only a matter of time before AS didn't win for North American 'Traditional' carrier. Congrats to all the winners!


Next trip...DL RJ SEA-LAX/AM LAX-MEX Dec 23
User currently offlinemercure1 From French Polynesia, joined Jul 2008, 1728 posts, RR: 2
Reply 12, posted (2 years 9 months 2 weeks 1 day 15 hours ago) and read 3379 times:

Quoting mayor (Reply 9):
Well, as usual, it's an apples to oranges comparison.

More like Orange vs Lemon.

Its the choice airlines like AA, DL, UA made to be the sour lemon, while B6, WN and VX focused on being a sweet orange.

As comments made in the article the winning airline brand provided a general positive experience for travellers and placed importance on the service delivery and amenities while having friendly staff.

Its hardly the winners fault that the legacy airlines manage to make the travel experience a less than pleasurable event for most of society.


User currently offlinemayor From United States of America, joined Mar 2008, 10668 posts, RR: 14
Reply 13, posted (2 years 9 months 2 weeks 1 day 14 hours ago) and read 3355 times:

Quoting mercure1 (Reply 12):

Its the choice airlines like AA, DL, UA made to be the sour lemon, while B6, WN and VX focused on being a sweet orange.

No, it's the choice they made to be a FULL service airline, unlike B6, WN and VX...........however the legacy airlines are forced to compete with them because of market forces. Seems like the legacy airlines are all flying around full, so where's the migration away from them, if they're so bad?



"A committee is a group of the unprepared, appointed by the unwilling, to do the unnecessary"----Fred Allen
User currently offlineLAXintl From United States of America, joined May 2000, 26168 posts, RR: 50
Reply 14, posted (2 years 9 months 2 weeks 1 day 14 hours ago) and read 3315 times:

Kudos to JetBlue, Southwest and Virgin America.

I could not agree more with the results. These 3 carriers do as brands try to place customer experience first.

Quoting mayor (Reply 13):
No, it's the choice they made to be a FULL service airline, unlike B6, WN and VX...........however the legacy airlines are forced to compete with them because of market forces. Seems like the legacy airlines are all flying around full, so where's the migration away from them, if they're so bad?

The majors have chosen to supply a bare bone product to the 95% of American travelling public that fly Y class. Sure the planes are full as pricing is critical driver, however it does not change the fact that people express their valid opinions that LCC product A outshines legacy product B in delivery.



From the desert to the sea, to all of Southern California
User currently offlinemayor From United States of America, joined Mar 2008, 10668 posts, RR: 14
Reply 15, posted (2 years 9 months 2 weeks 1 day 4 hours ago) and read 3161 times:

Quoting LAXintl (Reply 14):
The majors have chosen to supply a bare bone product to the 95% of American travelling public that fly Y class.

What do those three carriers supply in their service compared to coach on the legacies? I'm not talking of bag fees or rebooking fees, because those are not class of service, specific. Just the onboard service and I'm not talking about the improv provided on WN, either.

That "bare bone" product you refer to was in direct response to the competition from the LCCs. Seems the same customers that complain about not getting meals any more in coach are the same ones that praise, WN particularly, for their service, which doesn't provide meals, either. Must be all smoke and mirrors.  



"A committee is a group of the unprepared, appointed by the unwilling, to do the unnecessary"----Fred Allen
User currently offlineEA CO AS From United States of America, joined Nov 2001, 13765 posts, RR: 61
Reply 16, posted (2 years 9 months 2 weeks 1 day 3 hours ago) and read 3155 times:
Support Airliners.net - become a First Class Member!

Quoting delta2ual (Reply 7):
The article says this "Customer Service Champions" award began two years ago. So this is different from the regular JD Powers awards?

That's correct, these are not the same JD Power Awards.

Quoting HiFlyerAS (Reply 11):
After winning four years in a row I guess it was only a matter of time before AS didn't win for North American 'Traditional' carrier. Congrats to all the winners!

See above. The "customer service champions" award they refer to is not the same annual JD Power Award as AS has won for the past few years.



"In this present crisis, government is not the solution to our problem - government IS the problem." - Ronald Reagan
User currently offlineHiFlyerAS From United States of America, joined Jul 2011, 1016 posts, RR: 2
Reply 17, posted (2 years 9 months 2 weeks 16 hours ago) and read 3045 times:

Quoting EA CO AS (Reply 16):
Quoting delta2ual (Reply 7):The article says this "Customer Service Champions" award began two years ago. So this is different from the regular JD Powers awards?
That's correct, these are not the same JD Power Awards.

Quoting HiFlyerAS (Reply 11):After winning four years in a row I guess it was only a matter of time before AS didn't win for North American 'Traditional' carrier. Congrats to all the winners!
See above. The "customer service champions" award they refer to is not the same annual JD Power Award as AS has won for the past few years.

Boy, talk about confusing! So this is not their 'best airline' award? They're muddling their brand with something silly like this.



Next trip...DL RJ SEA-LAX/AM LAX-MEX Dec 23
User currently offlineLAXintl From United States of America, joined May 2000, 26168 posts, RR: 50
Reply 18, posted (2 years 9 months 2 weeks 16 hours ago) and read 3031 times:

Quoting mayor (Reply 15):
What do those three carriers supply in their service compared to coach on the legacies?

It starts and ends with their employees.

There is a basic service ethos and culture. Simply put, the company cares and understand you are a valued client which starts at the booking process, through the airport, on the flight, and your airport arrival experience. You are treated with respect, not some walking box the business is doing a favor for.

Imo that is what sets these airlines apart. Kinda like a hotels or restaurants where they live and die often based on service.

I'm sorry you can't see this however as someone that racks up well over 200,000 miles annually for the last 10 years, I see this clearly, and wholeheartedly concur with the JDP survey findings.

Quoting HiFlyerAS (Reply 17):
They're muddling their brand with something silly like this.

As the OPer states, this is a customer service award across 20-industries in which these 3 airlines did well in. Quite remarkable as some 800 companies were considered.

Btw - JD power like Consumer Report has awards, surveys, or rankings going on almost a weekly basis. Its their business being a global market research company. I'd hardly call it 'silly'.



From the desert to the sea, to all of Southern California
User currently offlineHiFlyerAS From United States of America, joined Jul 2011, 1016 posts, RR: 2
Reply 19, posted (2 years 9 months 2 weeks 16 hours ago) and read 3014 times:

Quoting LAXintl (Reply 18):
Btw - JD power like Consumer Report has awards, surveys, or rankings going on almost a weekly basis. Its their business being a global market research company. I'd hardly call it 'silly'.

Weekly 'proclamations of excellence' remind me of graduation ceremonies for 2nd graders.



Next trip...DL RJ SEA-LAX/AM LAX-MEX Dec 23
User currently offlineRamblinMan From United States of America, joined Oct 2010, 1138 posts, RR: 1
Reply 20, posted (2 years 9 months 2 weeks 15 hours ago) and read 2972 times:

Quoting mayor (Reply 13):
No, it's the choice they made to be a FULL service airline

"Full Service" in name only.

Quoting mayor (Reply 15):
What do those three carriers supply in their service compared to coach on the legacies? I'm not talking of bag fees or rebooking fees, because those are not class of service, specific.

Let's be clear- YOU are the one who started making this about coach vs. first. And I'm glad you brought up the bag fee/change fee thing because, no matter how much airline apologists try to claim these two things don't matter they absolutely do drive my business to WN...which by the way has quadrupled its presence in my home market (Chicago) over the last decade while the entrenched "full service" carriers have stagnant pax numbers.

However, this is about "customer service" which really isn't about this amenity or that, but rather how I am treated during the air travel process, and especially how I am treated when the proverbial sh*t hits the fan.
- During one recent diversion (weather-related, not the airline's fault) an employee whose shift should have been over made it her mission to find me arrangements for the next morning, locate my bag, etc.
- Also recently after a cancellation (completely unexplained so likely the airline's fault) an employee made it completely obvious she didn't care to be bothered with me wanting to actually get to my destination, refused to look at other carriers' flights, and even went so far as to tell me I should rent a car as it's "only 3 hours" (actually it would have been 4.5, not that it matters)

Two different carriers, two completely different attitudes when handling a problem. Guess which one won this supposedly "biased" survey? And guess which one I routinely pay more money to book?


User currently offlinemayor From United States of America, joined Mar 2008, 10668 posts, RR: 14
Reply 21, posted (2 years 9 months 2 weeks 13 hours ago) and read 2911 times:

Quoting RamblinMan (Reply 20):

"Full Service" in name only.

"Full Service" in at least partial meal service on board, baggage interline, international service, assigned seating, etc.


Now I realize the legacies' don't run a comedy club, so I guess that's a drawback.

Quoting RamblinMan (Reply 20):
Two different carriers, two completely different attitudes when handling a problem.

Wonder if the same thing might happen to other people, just reversed? Out of the millions of people that fly, you give me TWO examples?

I'll admit that DL (MY airline) went thru a tough stretch after the 90s and that customer service suffered because of it, BUT, considering what DL's customer service has been in the past, where we were always at the top of the DOT's list, in all categories (yes, there was airline history in the 20th century......I can't help it that some of you don't remember it), I think DL is getting back to that customer service excellence that we once had.



"A committee is a group of the unprepared, appointed by the unwilling, to do the unnecessary"----Fred Allen
User currently offlinespacecadet From United States of America, joined Sep 2001, 3673 posts, RR: 12
Reply 22, posted (2 years 9 months 2 weeks 1 hour ago) and read 2756 times:

Quoting mayor (Reply 15):
What do those three carriers supply in their service compared to coach on the legacies?

B6, for one, supplies greater seat pitch and free satellite TV on every flight. Those two things alone would put them #1 in my book.

Try flying Delta and compare them. See how many transcons you get on with seatback satellite TV's (maybe half). See how many coach seats you get with 34" of seat pitch (zero). The same is true of most, if not all, of the other legacies.

Different things are important to different people; obviously everyone cares about price, but this survey wasn't about price. In terms of products and services, what I want is comfort and something to keep me entertained during the flight. B6 offers that, consistently; the legacies don't.

Now, as for why WN would be up there... I dunno. I know some people love them, but I've never understood why. Again, different things are important to different people... WN does things differently and I guess they attract a particular crowd that's into what they do. The legacies don't do anything different, though, other than doing pretty much everything poorly.



I'm tired of being a wanna-be league bowler. I wanna be a league bowler!
User currently offlineDocLightning From United States of America, joined Nov 2005, 20358 posts, RR: 59
Reply 23, posted (2 years 9 months 2 weeks 1 hour ago) and read 2736 times:

Quoting mayor (Reply 15):

What do those three carriers supply in their service compared to coach on the legacies? I'm not talking of bag fees or rebooking fees, because those are not class of service, specific. Just the onboard service and I'm not talking about the improv provided on WN, either.

On B6, snacks and PTV. On VX, PTV's, an interesting cabin. On VX, the crew are enthusiastic, and seem to actually want to be there. Haven't flown B6.

On WN, you get fast, efficient service. The product is excellent. If something goes wrong, their front-line staff will turn cartwheels to make it right. You can call up and talk to someone. They don't charge fees for sneezing more than twice.

Onboard service is relatively unimportant to most of us these days. What we want is a solid soft product.


User currently offlinekfitz From , joined Dec 1969, posts, RR:
Reply 24, posted (2 years 9 months 2 weeks ago) and read 2718 times:

Quoting RamblinMan (Reply 20):

The WN free baggage pledge doesn't result in paying less than a competitor with the fees; this has been deunked repeatedly. The fact that it drives your business shows you playing directly into the leadership's original expectations when not instituting their own fee program.

As far as your IRROPS experience, I assure you your experience is not a singular one only to be found on WN.

One last thing - JD Power is an inherently populist-based survey with according results. It looks like even their PR dragon is out there proving that with her divisive class remarks.


25 RamblinMan : Ummm...this thread is about a customer service survey. I am not JD Power. I did not make this up. My own experiences merely go along with the survey
26 RamblinMan : Ok this is laughable...you actually think I'm some kind of idiot huh? That I end up paying more but I don't know it?
27 EA CO AS : Not for the last year or so, no - WN's call center service levels have been atrocious, with wait times frequently exceeding 10-15 minutes.
28 par13del : It is also their choice to get the majority of their revenue from business pax with high ticket fares that companies pay for and pass off some of the
29 mayor : Well, I'm certainly relieved. And I admitted that. Please read carefully. The "standards" don't change, it's the implementation of them that does.
30 par13del : Touche my friend, I have been out of the business for a while but that is no excuse. Cheers
31 mayor : Read a book.....you'll be better for it. And didn't WN make much of it's profits, just from fuel hedging?
32 ouboy79 : Perhaps why they've recently announced a pretty large expansion? I have an old co-worked that left to work for WN at their res center in OKC, they've
33 DLD9S : People aren't ranking the legacies low because they don't tell jokes like WN... This is a customer service survey, not a bells and whistles and extra
34 Post contains images EA CO AS : Actually, you staff UP in ANTICIPATION of expansion, not after. WN used to staff their call centers to ensure their wait times were minimal; they've
35 par13del : Well it is possible that folks would say WN customer service is better than the legacies because they have lower fares, but in this case, I would thi
36 aerokiwi : Doesn't the very existence of LCCs suggest the legacies failed to serve the market? The one thing all the airlines have in common in service offering
37 DocLightning : If you want to read a book, you go right ahead and do that. Why can't you just let me have my PTV? I rarely use it for more than the moving map, anyw
38 airportugal310 : The amount of "facepalm" comments on here, mostly from one perturbed individual, are so comical that I will be using this forum for possible training
39 PHX787 : What can they do to improve their customer service? It seems like for the last 5 to 10 years, it's been this way for legacies. I disagree, but this m
40 727LOVER : When you book WN, VX, B6, you're flying THOSE carriers.......when you book on a legacy, you may not be getting a legacy. Example if one books through
41 airportugal310 : Good point, and another decision the legacy has to live with (since it made it!). Since it may be considered an extension of the legacy, it would beh
42 mayor : Not sure about that one......from what was posted on here from a recent article, your bags MIGHT not arrive with you on WN. If you're referring to me
43 Mir : So your answer to a competitor having more amenities is that your lack of amenities is actually better for the customer? -Mir
44 RamblinMan : He's a stereotypical airline apologist, engaging in an extraordinary amount of doublethink... - Fewer amenities is better, since you can just bring y
45 Post contains images mayor : Sounds to me like you're the one giving up. Whatever.......I suppose my point of view is going to be different from yours as I worked for DL.........
46 LAXintl : Yes sure by all means, go ahead and defend what to most people is mediocre. Even the North Korean spokesperson will reverently defend the virtues of
47 RamblinMan : Well, actually I asked you for some sort of evidence other than your personal hunch that the survey results were in any way biased. You, as usual, re
48 mayor : ] You don't have to prove any more.....I know you don't like DL....that's been shown.....you love WN and that's ok.......why is it NOT ok for me to l
49 LAXintl : Hey how about this... If and when, AA, DL, UA or US make it to the top spot on this Customer Service Champions survey we will certainly wish them the
50 dsuairptman : B6 and WN both have great service. B6 has excellent snacks and I thoroughly enjoy the in flight radio. B6 just hasn't connected enough dots on the map
51 mayor : Not all the majors charge for this and WN can hardly be lauded for not having this fee when they don't have seat assignments, anyway.
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