Cory6188
Topic Author
Posts: 2621
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CO And B6 Rank Highest In J.D. Power Study

Wed Jun 20, 2007 12:01 am

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
 
jetbluefan1
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RE: CO And B6 Rank Highest In J.D. Power Study

Wed Jun 20, 2007 12:03 am

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

JetBluefan1
 
Alitalia744
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RE: CO And B6 Rank Highest In J.D. Power Study

Wed Jun 20, 2007 12:04 am

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.
 
westindian425
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RE: CO And B6 Rank Highest In J.D. Power Study

Wed Jun 20, 2007 12:08 am

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
 
davescj
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RE: CO And B6 Rank Highest In J.D. Power Study

Wed Jun 20, 2007 1:39 am

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?
 
ikramerica
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RE: CO And B6 Rank Highest In J.D. Power Study

Wed Jun 20, 2007 2:27 am

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.
 
JBLUA320
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RE: CO And B6 Rank Highest In J.D. Power Study

Wed Jun 20, 2007 6:22 am

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
 
thirteenright
Posts: 175
Joined: Sat Jun 09, 2007 11:28 am

RE: CO And B6 Rank Highest In J.D. Power Study

Wed Jun 20, 2007 6:33 am

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.
 
Mir
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RE: CO And B6 Rank Highest In J.D. Power Study

Wed Jun 20, 2007 6:35 am

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
 
Kevin777
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RE: CO And B6 Rank Highest In J.D. Power Study

Wed Jun 20, 2007 6:45 am

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
 
Mir
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RE: CO And B6 Rank Highest In J.D. Power Study

Wed Jun 20, 2007 7:03 am

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
 
cloudboy
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RE: CO And B6 Rank Highest In J.D. Power Study

Wed Jun 20, 2007 7:15 am

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
 
LAXdude1023
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RE: CO And B6 Rank Highest In J.D. Power Study

Wed Jun 20, 2007 7:40 am

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!
It is what it is...
 
Jerseyguy
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RE: CO And B6 Rank Highest In J.D. Power Study

Wed Jun 20, 2007 8:08 am

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.
Webmaster of an unoffical TTN page see profile for details
 
Fly764
Posts: 104
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RE: CO And B6 Rank Highest In J.D. Power Study

Wed Jun 20, 2007 9:18 am

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.
 
jetbluefan1
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RE: CO And B6 Rank Highest In J.D. Power Study

Wed Jun 20, 2007 9:21 am

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
 
cloudboy
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Joined: Mon Jan 26, 2004 12:38 pm

RE: CO And B6 Rank Highest In J.D. Power Study

Wed Jun 20, 2007 11:44 am

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
 
TrvlnMan
Posts: 144
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RE: CO And B6 Rank Highest In J.D. Power Study

Wed Jun 20, 2007 12:14 pm

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?
 
InTheSky74
Posts: 427
Joined: Wed Sep 21, 2005 3:25 am

RE: CO And B6 Rank Highest In J.D. Power Study

Wed Jun 20, 2007 12:15 pm

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.
 
jetbluefan1
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RE: CO And B6 Rank Highest In J.D. Power Study

Wed Jun 20, 2007 1:17 pm

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
 
ikramerica
Posts: 13808
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RE: CO And B6 Rank Highest In J.D. Power Study

Wed Jun 20, 2007 2:20 pm

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.
 
Kevin777
Posts: 951
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RE: CO And B6 Rank Highest In J.D. Power Study

Wed Jun 20, 2007 6:42 pm

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
 
jetbluefan1
Posts: 2883
Joined: Wed Dec 31, 2003 8:39 am

RE: CO And B6 Rank Highest In J.D. Power Study

Thu Jun 21, 2007 7:06 am

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
 
azjubilee
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RE: CO And B6 Rank Highest In J.D. Power Study

Thu Jun 21, 2007 8:14 am

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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