mercure1
Topic Author
Posts: 2731
Joined: Sun Jul 13, 2008 5:13 am

JD Power – Top Customer Svc: B6, WN & VX

Wed Mar 14, 2012 9:46 pm

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.
 
BD338
Posts: 576
Joined: Sun Jul 04, 2010 3:00 am

RE: JD Power – Top Customer Svc: B6, WN & VX

Thu Mar 15, 2012 3:38 am

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 avatar
lightsaber
Crew
Posts: 11735
Joined: Wed Jan 19, 2005 10:55 pm

RE: JD Power – Top Customer Svc: B6, WN & VX

Thu Mar 15, 2012 3:55 am

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
"They did not know it was impossible, so they did it!" - Mark Twain
 
slcdeltarumd11
Posts: 3264
Joined: Fri Jan 09, 2004 7:30 am

RE: JD Power – Top Customer Svc: B6, WN & VX

Thu Mar 15, 2012 5:57 am

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 avatar
mayor
Posts: 6188
Joined: Sun Mar 09, 2008 3:58 pm

RE: JD Power – Top Customer Svc: B6, WN & VX

Thu Mar 15, 2012 6:05 am

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
 
frmrCapCadet
Posts: 994
Joined: Thu May 29, 2008 8:24 pm

RE: JD Power – Top Customer Svc: B6, WN & VX

Thu Mar 15, 2012 3:35 pm

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 avatar
mayor
Posts: 6188
Joined: Sun Mar 09, 2008 3:58 pm

RE: JD Power – Top Customer Svc: B6, WN & VX

Thu Mar 15, 2012 3:41 pm

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
 
delta2ual
Posts: 558
Joined: Mon Dec 03, 2007 11:18 pm

RE: JD Power – Top Customer Svc: B6, WN & VX

Thu Mar 15, 2012 4:06 pm

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
 
RamblinMan
Posts: 785
Joined: Sat Oct 09, 2010 3:57 pm

RE: JD Power – Top Customer Svc: B6, WN & VX

Thu Mar 15, 2012 4:40 pm

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 avatar
mayor
Posts: 6188
Joined: Sun Mar 09, 2008 3:58 pm

RE: JD Power – Top Customer Svc: B6, WN & VX

Thu Mar 15, 2012 4:48 pm

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 avatar
jfklganyc
Posts: 3930
Joined: Mon Jan 05, 2004 2:31 pm

RE: JD Power – Top Customer Svc: B6, WN & VX

Thu Mar 15, 2012 4:53 pm

"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.
 
hiflyeras
Posts: 1466
Joined: Thu Jul 14, 2011 6:48 pm

RE: JD Power – Top Customer Svc: B6, WN & VX

Thu Mar 15, 2012 4:55 pm

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!
 
mercure1
Topic Author
Posts: 2731
Joined: Sun Jul 13, 2008 5:13 am

RE: JD Power – Top Customer Svc: B6, WN & VX

Thu Mar 15, 2012 4:56 pm

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 avatar
mayor
Posts: 6188
Joined: Sun Mar 09, 2008 3:58 pm

RE: JD Power – Top Customer Svc: B6, WN & VX

Thu Mar 15, 2012 5:13 pm

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
 
LAXintl
Posts: 20183
Joined: Wed May 24, 2000 12:12 pm

RE: JD Power – Top Customer Svc: B6, WN & VX

Thu Mar 15, 2012 5:40 pm

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 avatar
mayor
Posts: 6188
Joined: Sun Mar 09, 2008 3:58 pm

RE: JD Power – Top Customer Svc: B6, WN & VX

Fri Mar 16, 2012 3:55 am

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 avatar
EA CO AS
Posts: 13397
Joined: Wed Nov 14, 2001 8:54 am

RE: JD Power – Top Customer Svc: B6, WN & VX

Fri Mar 16, 2012 4:07 am

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

Comments made here are my own and are not intended to represent the official position of Alaska Air Group
 
hiflyeras
Posts: 1466
Joined: Thu Jul 14, 2011 6:48 pm

RE: JD Power – Top Customer Svc: B6, WN & VX

Fri Mar 16, 2012 3:10 pm

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.
 
LAXintl
Posts: 20183
Joined: Wed May 24, 2000 12:12 pm

RE: JD Power – Top Customer Svc: B6, WN & VX

Fri Mar 16, 2012 3:29 pm

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
 
hiflyeras
Posts: 1466
Joined: Thu Jul 14, 2011 6:48 pm

RE: JD Power – Top Customer Svc: B6, WN & VX

Fri Mar 16, 2012 3:54 pm

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.
 
RamblinMan
Posts: 785
Joined: Sat Oct 09, 2010 3:57 pm

RE: JD Power – Top Customer Svc: B6, WN & VX

Fri Mar 16, 2012 5:02 pm

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 avatar
mayor
Posts: 6188
Joined: Sun Mar 09, 2008 3:58 pm

RE: JD Power – Top Customer Svc: B6, WN & VX

Fri Mar 16, 2012 6:50 pm

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
 
spacecadet
Posts: 2788
Joined: Thu Sep 20, 2001 3:36 am

RE: JD Power – Top Customer Svc: B6, WN & VX

Sat Mar 17, 2012 6:14 am

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 avatar
DocLightning
Posts: 19604
Joined: Wed Nov 16, 2005 8:51 am

RE: JD Power – Top Customer Svc: B6, WN & VX

Sat Mar 17, 2012 6:49 am

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.
-Doc Lightning-

"The sky calls to us. If we do not destroy ourselves, we will one day venture to the stars."
-Carl Sagan
 
kfitz
Posts: 140
Joined: Wed Jan 26, 2011 12:47 am

RE: JD Power – Top Customer Svc: B6, WN & VX

Sat Mar 17, 2012 7:46 am

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.
 
RamblinMan
Posts: 785
Joined: Sat Oct 09, 2010 3:57 pm

RE: JD Power – Top Customer Svc: B6, WN & VX

Sat Mar 17, 2012 8:11 am

Quoting mayor (Reply 21):
Out of the millions of people that fly, you give me TWO examples?

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 results (which presumably included more than 2 examples)

Quoting mayor (Reply 21):
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)

Dude, nobody cares that DL used to be the sh*t. So was TW. So was Sega, William Shatner, etc etc.

You have made a claim that the customer service survey that is the topic of this thread is somehow biased. All you have offered to back up this claim is that all carriers differ in their networks and amenities offered. I fail to see how this has anything to do with comparing their customer service. I'm not replying to any more of your juvenile sniping unless you provide some actual evidence that the survey was somehow engineered to favor the winners.
 
RamblinMan
Posts: 785
Joined: Sat Oct 09, 2010 3:57 pm

RE: JD Power – Top Customer Svc: B6, WN & VX

Sat Mar 17, 2012 8:22 am

Quoting kfitz (Reply 24):
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.

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?
 
User avatar
EA CO AS
Posts: 13397
Joined: Wed Nov 14, 2001 8:54 am

RE: JD Power – Top Customer Svc: B6, WN & VX

Sat Mar 17, 2012 11:20 am

Quoting DocLightning (Reply 23):
You can call up and talk to someone.

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.
"In this present crisis, government is not the solution to our problem - government IS the problem." - Ronald Reagan

Comments made here are my own and are not intended to represent the official position of Alaska Air Group
 
User avatar
par13del
Posts: 6662
Joined: Sun Dec 18, 2005 9:14 pm

RE: JD Power – Top Customer Svc: B6, WN & VX

Sat Mar 17, 2012 12:16 pm

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?

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 discounts they give them to the majority of the pax who have to pay bag fees. I always note the billions the legacies are making from the fees and the glee that the majority of business pax on this site have with saying that they do not pay them because they are platinum etc., the folks paying the billions are most likey the folks who ride in Y and actually make up the majority of pax on the a/c.
Now if the survey was about those who pay expensive fares and the level of service they receive I'm sure those in this survey would rank at the bottom, after all, what's important to a business traveller is a more empty a/c, less traffic at the airport, more personalized service etc., the things that make them stand out from the crowd on the lines.

Quoting mayor (Reply 21):
I think DL is getting back to that customer service excellence that we once had.

Which means that you accept that they lost something, nothing wrong with that, customer service as with all service related issues is a "What have you done for me lately" not what you did 5, 10 or even last years, standards for service must always be maintained or improved, never decline.
 
User avatar
mayor
Posts: 6188
Joined: Sun Mar 09, 2008 3:58 pm

RE: JD Power – Top Customer Svc: B6, WN & VX

Sat Mar 17, 2012 3:50 pm

Quoting RamblinMan (Reply 25):
I'm not replying to any more of your juvenile sniping unless you provide some actual evidence that the survey was somehow engineered to favor the winners.

Well, I'm certainly relieved.

Quoting par13del (Reply 28):
Which means that you accept that they lost something

And I admitted that. Please read carefully.

Quoting par13del (Reply 28):
standards for service must always be maintained or improved, never decline.

The "standards" don't change, it's the implementation of them that does.
"A committee is a group of the unprepared, appointed by the unwilling, to do the unnecessary"----Fred Allen
 
User avatar
par13del
Posts: 6662
Joined: Sun Dec 18, 2005 9:14 pm

RE: JD Power – Top Customer Svc: B6, WN & VX

Sat Mar 17, 2012 4:05 pm

Quoting mayor (Reply 29):
The "standards" don't change, it's the implementation of them that does.

Touche my friend, I have been out of the business for a while but that is no excuse.

Cheers
 
User avatar
mayor
Posts: 6188
Joined: Sun Mar 09, 2008 3:58 pm

RE: JD Power – Top Customer Svc: B6, WN & VX

Sat Mar 17, 2012 4:34 pm

Quoting spacecadet (Reply 22):
free satellite TV on every flight. Those two things alone would put them #1 in my book.
Quoting spacecadet (Reply 22):
what I want is comfort and something to keep me entertained during the flight. B6 offers that, consistently; the legacies don't.

Read a book.....you'll be better for it.

Quoting par13del (Reply 28):
I always note the billions the legacies are making from the fees

And didn't WN make much of it's profits, just from fuel hedging?
"A committee is a group of the unprepared, appointed by the unwilling, to do the unnecessary"----Fred Allen
 
ouboy79
Posts: 4110
Joined: Sun Nov 18, 2001 1:48 pm

RE: JD Power – Top Customer Svc: B6, WN & VX

Sat Mar 17, 2012 4:37 pm

Quoting EA CO AS (Reply 27):
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.

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 hired around 150-200 people over the last few months. Then you have SAT and the additional 300-400 people there. I would imagine your experience would be different as these people hit the floor. Not that it will matter to you since you are outspokenly anti-WN, which is alright...you want to defend AS as much as you can. At least until AA comes calling dismantles them like everything else. lol
 
DLD9S
Posts: 155
Joined: Wed Jun 14, 2006 12:25 pm

RE: JD Power – Top Customer Svc: B6, WN & VX

Sat Mar 17, 2012 4:58 pm

Quoting mayor (Reply 21):
Now I realize the legacies' don't run a comedy club, so I guess that's a drawback.

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 products survey...

I find - and apparently a lot of other people do to - that the chances of coming across a surly, grumpy employee is much greater at a legacy than at WN, B6 and VX. Maybe it is the older work force, the years of mergers, being asked to sell things that used to be free, or pax with higher expectations... Who knows, but the passengers pick up the vibe.

That said, I have had some truly amazing experiences on legacy carriers. Those experiences are just blended in with the times I have been served a Diet Coke by someone I though hated me and everyone else on board.
717 727 737 747 757 767 777 DC9 DC10 M80 M90 M11 L10 AB6 333 340 319 320 321 ARJ CRJ EM2 EMJ SF3 146 100 BE1...
 
User avatar
EA CO AS
Posts: 13397
Joined: Wed Nov 14, 2001 8:54 am

RE: JD Power – Top Customer Svc: B6, WN & VX

Sat Mar 17, 2012 5:03 pm

Quoting ouboy79 (Reply 32):
Quoting EA CO AS (Reply 27):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.
Perhaps why they've recently announced a pretty large expansion?

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 allowed their service levels to slip noticeably over the past year, and it has nothing to do with any "recent expansion."

Quoting ouboy79 (Reply 32):
Not that it will matter to you since you are outspokenly anti-WN

I'm not anti-WN. If anything, I'm pro-WN as I've been consistently advocating ways for them to improve their bottom line.

Quoting ouboy79 (Reply 32):
At least until AA comes calling dismantles them like everything else. lol

Please, if anything, AS would be the one doing the buying.  
"In this present crisis, government is not the solution to our problem - government IS the problem." - Ronald Reagan

Comments made here are my own and are not intended to represent the official position of Alaska Air Group
 
User avatar
par13del
Posts: 6662
Joined: Sun Dec 18, 2005 9:14 pm

RE: JD Power – Top Customer Svc: B6, WN & VX

Sat Mar 17, 2012 8:11 pm

Quoting mayor (Reply 31):
And didn't WN make much of it's profits, just from fuel hedging?

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 think that the questions would filter that out, more likely that the legacies would get a lower mark for the fees.
 
aerokiwi
Posts: 2251
Joined: Sun Jul 30, 2000 1:17 pm

RE: JD Power – Top Customer Svc: B6, WN & VX

Sat Mar 17, 2012 8:55 pm

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?

Doesn't the very existence of LCCs suggest the legacies failed to serve the market?

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

The one thing all the airlines have in common in service offering is an economy product

Quoting mayor (Reply 31):
Read a book.....you'll be better for it.

Oh, you're one of those. While we're at it... legacies: don't lose my bag, don't treat me like scum, clean your damn planes... and on and on...
 
User avatar
DocLightning
Posts: 19604
Joined: Wed Nov 16, 2005 8:51 am

RE: JD Power – Top Customer Svc: B6, WN & VX

Sat Mar 17, 2012 9:30 pm

Quoting mayor (Reply 31):

Read a book.....you'll be better for it.

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, anyway...

Quoting mayor (Reply 31):

And didn't WN make much of it's profits, just from fuel hedging?

Fuel hedges cut losses. They do not make money.

But here is the point: We the Flying Public are learning to be OK with being asked to pay for things that cost the airline money, like food, drinks, and baggage service. But we will NEVER be OK with being asked to pay for things that don't cost the carrier anything, like assigned seats, flight changes, carry-on baggage, etc.

We also EXPECT (reasonably so) that when something goes wrong, you will make it right. If you strand us overnight, you will pay for our accommodations without complaint. If you lose my luggage, you will find it quickly and deliver it to me when promised. You will be honest with me about what is causing the delay and when we will be expected to depart. You will not strand me on a plane for 8 hours on the ground with no food, water, toilets, or air.

Eample of how to do it:
1) BA on LHR-SFO. We were about six hours into the flight when the F/A came to talk to my neighbor. She apologetically explained that his luggage had been left on the ground at LHR and that on arrival, he should proceed through customs without waiting for his luggage. And if he would please give her a delivery address in San Francisco, his bags would come in on the next day's first flight and they would be delivered to him.

After the exchange, I commented: "Well, that stinks." He said: "It's not so bad. I'm just glad they told me now so I didn't stand at the luggage claim for an hour waiting for my bag." In other words, he was a happy customer in spite of the glitch.

2) LH on FRA-DTW. I arrived at DTW and waited for the 744's bags... and mine did not come. I went to the luggage counter and no sooner did I tell her my name then she responded with "Ah, Mr. Lightning (it wasn't "Dr." at the time), we've been expecting you. We're terribly sorry, but your bags are still in Frankfurt. They'll come in on tomorrow's flight. Where would you like them delivered?" And they were. I'd rather they'd mentioned it to me during the 7+ hours I was in seat 36E, but at least they knew what was going on and were going to make it right.

How NOT to do it:
NW from LGW-DTW. On arrival 1/3 of the DC-10's bags were not delivered. The 75-or so of us wandered around looking for someone to help, but counters were unstaffed. We finally found one very hostile agent who had no idea what was wrong and didn't want to help us, but finally relented after she realized that there were a lot of us. We all had to stand in a single-file line while this one single agent took down our names, addresses, descriptions, etc. And she WOULD NOT START taking info until we were all in a single-file line, like we were kindergartners. It's a hell of a way to be treated after 7.5 hours of transatlantic flight.

The next day, my bags were not delivered. I called NW and was told they had no record of my claim. I asked for compensation and they said that they had no record of my claim, so I could not get compensation. I was given another number that was not answered. I was run around in circles with nobody knowing where my luggage was until the next day (two days after arriving home) my bags arrived. Nobody at the airline seemed to have any idea that this was happening.

And that was the last time I flew NW, even though I lived in the DTW area for three years after that event.
-Doc Lightning-

"The sky calls to us. If we do not destroy ourselves, we will one day venture to the stars."
-Carl Sagan
 
User avatar
airportugal310
Posts: 3208
Joined: Sun Apr 11, 2004 12:49 pm

RE: JD Power – Top Customer Svc: B6, WN & VX

Sat Mar 17, 2012 9:50 pm

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 purposes in the near future.

Thanks!
I sell airplanes and airplane accessories
 
PHX787
Posts: 7877
Joined: Thu Mar 15, 2012 7:46 pm

RE: JD Power – Top Customer Svc: B6, WN & VX

Sat Mar 17, 2012 9:57 pm

Quoting slcdeltarumd11 (Reply 3):
not surprised. customer service seems to be lowest with the legacies unfortunitely.

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.

Quoting mayor (Reply 21):
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.

I disagree, but this may be biased due to DL's pullout of CVG. When CVG was DL's second largest hub, customer service in Cincinnati was wonderful. I recall very few complaints, in comparison to today. I can't tell you how many times my family and I have had to call DL's 1-800 number to simply change a flight, and to hear them consistently yell at me for "not booking 'sooner'" really sort-of annoys me. With CVG being where it is now, they shouldn't be surprised to hear complaints like this from Cincy passengers.
Rant over... but yeah, Congrats to B6, WN, and VX. Never had an issue with them yet.
Follow me on twitter: www.twitter.com/phx787
 
727LOVER
Posts: 6598
Joined: Tue Oct 09, 2001 12:22 am

RE: JD Power – Top Customer Svc: B6, WN & VX

Sat Mar 17, 2012 10:33 pm

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 DL website for 6 roundtrips in a month between IAH & MSP, well they'll never fly DL & maybe they wont be dealing with DL employees..........but in their mind, they THINK they are Are the CS standards of the regionals as good as their major affiliates? Something to ponder.
I feel woozy....what did you put in that Pudding Pop?
 
User avatar
airportugal310
Posts: 3208
Joined: Sun Apr 11, 2004 12:49 pm

RE: JD Power – Top Customer Svc: B6, WN & VX

Sun Mar 18, 2012 4:54 am

Quoting 727LOVER (Reply 40):
When you book WN, VX, B6, you're flying THOSE carriers.......when you book on a legacy, you may not be getting a legacy.

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 behoove them to take a closer look at the regional airline's CS practiced
I sell airplanes and airplane accessories
 
User avatar
mayor
Posts: 6188
Joined: Sun Mar 09, 2008 3:58 pm

RE: JD Power – Top Customer Svc: B6, WN & VX

Sun Mar 18, 2012 5:13 am

Quoting aerokiwi (Reply 36):
legacies: don't lose my bag,

Not sure about that one......from what was posted on here from a recent article, your bags MIGHT not arrive with you on WN.

Quoting airportugal310 (Reply 38):
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 purposes in the near future.

If you're referring to me, you know where you can put it.

Quoting 727LOVER (Reply 40):
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 DL website for 6 roundtrips in a month between IAH & MSP, well they'll never fly DL & maybe they wont be dealing with DL employees..........but in their mind, they THINK they are Are the CS standards of the regionals as good as their major affiliates? Something to ponder.

Kind of a tradeoff when someone wants to go to any number of cities that WN, VX & B6 don't even serve.
"A committee is a group of the unprepared, appointed by the unwilling, to do the unnecessary"----Fred Allen
 
Mir
Posts: 19092
Joined: Mon Jan 05, 2004 3:55 am

RE: JD Power – Top Customer Svc: B6, WN & VX

Sun Mar 18, 2012 9:35 am

Quoting mayor (Reply 31):
Read a book.....you'll be better for it.

So your answer to a competitor having more amenities is that your lack of amenities is actually better for the customer?

-Mir
7 billion, one nation, imagination...it's a beautiful day
 
RamblinMan
Posts: 785
Joined: Sat Oct 09, 2010 3:57 pm

RE: JD Power – Top Customer Svc: B6, WN & VX

Sun Mar 18, 2012 6:05 pm

Quoting Mir (Reply 43):
So your answer to a competitor having more amenities is that your lack of amenities is actually better for the customer?

He's a stereotypical airline apologist, engaging in an extraordinary amount of doublethink...
- Fewer amenities is better, since you can just bring your own.
- Full service carriers by definition must have better customer service, therefore the survey is botched.
- Legacies should be excused from not offering amenities found on LCCs purely because they are legacies.
And my favorite one:

Quoting mayor (Reply 29):
Quoting RamblinMan (Reply 25):
I'm not replying to any more of your juvenile sniping unless you provide some actual evidence that the survey was somehow engineered to favor the winners.

Well, I'm certainly relieved.

- Giving up is winning the debate.


War is Peace, Freedom is Slavery, Ignorance is Strength... Delta is Infallible.
 
User avatar
mayor
Posts: 6188
Joined: Sun Mar 09, 2008 3:58 pm

RE: JD Power – Top Customer Svc: B6, WN & VX

Sun Mar 18, 2012 6:36 pm

Quoting RamblinMan (Reply 44):
- Giving up is winning the debate.

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.........I'm loyal enough where I'm always going to defend them.......I know they've made mistakes, but they also put a roof over my head and put food on my table for 33+ years.


N

Quoting RamblinMan (Reply 44):
War is Peace, Freedom is Slavery, Ignorance is Strength... Delta is Infallible.

Pretty clever.....make that up yourself, did ya?  


BTW, I NEVER said DL was infallible.....if you'd care to read all my posts instead of just the parts that piss you off. In that same vein, WN, B6 or VX are hardly infallible, either.
"A committee is a group of the unprepared, appointed by the unwilling, to do the unnecessary"----Fred Allen
 
LAXintl
Posts: 20183
Joined: Wed May 24, 2000 12:12 pm

RE: JD Power – Top Customer Svc: B6, WN & VX

Sun Mar 18, 2012 7:00 pm

Quoting mayor (Reply 45):
Whatever.......I suppose my point of view is going to be different from yours as I worked for DL.........I'm loyal enough where I'm always going to defend them.......I know they've made mistakes, but they also put a roof over my head and put food on my table for 33+ years.

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 their nation, so by all means you are free to express your view point.

Quoting mayor (Reply 45):
WN, B6 or VX are hardly infallible, either.

Yes but they are many multiples better in dealing with their customers as the survey results show.
From the desert to the sea, to all of Southern California
 
RamblinMan
Posts: 785
Joined: Sat Oct 09, 2010 3:57 pm

RE: JD Power – Top Customer Svc: B6, WN & VX

Sun Mar 18, 2012 7:37 pm

Quoting mayor (Reply 45):
Sounds to me like you're the one giving up.

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, responded with more sniping. Refusing to continue this conversation at such a juvenile level is not giving up...if you would like to have an actual debate, involving actual facts and objective observations, I'd be happy to do so. Until then...

Quoting mayor (Reply 45):
.....make that up yourself, did ya?  

Nope

Circular logic is pretty fun: Delta is awesome because I worked there...I worked at Delta because they are awesome. My religion is better than yours because it's true...it's true because I believe in it.
 
User avatar
mayor
Posts: 6188
Joined: Sun Mar 09, 2008 3:58 pm

RE: JD Power – Top Customer Svc: B6, WN & VX

Sun Mar 18, 2012 9:58 pm

Quoting RamblinMan (Reply 47):
Circular logic is pretty fun: Delta is awesome because I worked there...I worked at Delta because they are awesome. My religion is better than yours because it's true...it's true because I believe in it.

]
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 love DL, just because they don't meet up with your standards? BTW, I never once said that DL is awesome because I worked there, but, nice attempt to put words in my mouth.......I also never said DL that I worked there because they were awesome....again, nice attempt. When I hired on, I had never even HEARD of DL. I did find out after that they WERE a great place to work and what is wrong with that? Is it so bad, in this day and age, to be loyal to your employer?

Actually, not much reason to continue discussing this with you, because, as you have demonstrated, you'd rather put words in my mouth than understand my point of view. I was employed by a legacy......I'm loyal to them......I'm guessing that you weren't and are talking about this from the point of view of a customer and that's ok, too. It's what makes the world go 'round. But I'm not going to suddenly switch when I don't work there, anymore. I just don't work that way.
"A committee is a group of the unprepared, appointed by the unwilling, to do the unnecessary"----Fred Allen
 
LAXintl
Posts: 20183
Joined: Wed May 24, 2000 12:12 pm

RE: JD Power – Top Customer Svc: B6, WN & VX

Sun Mar 18, 2012 11:49 pm

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 same kudos.

But until such time, we can continue to recognize and praise the services, experience and business ethos delivered by JetBlue, Southwest and Virgin American the current top recipients.
From the desert to the sea, to all of Southern California

Who is online