I'd ask, "what's your definition of customer service, and in what capacity?" For example, I've had experiences where in-flight service was great but airport staff was terrible and of course, the reverse situations. Not liking to deal strictly in either/or situations, I consider customer service in part based on what product I am buying.
If I am travelling on a one hour hop on an LCC and I just need to get from point A to point B (the usual WN
vs. legacy carriers or LCC vs. legacy debate) and I've paid $19 each way, a can of coke and a bag of peanuts, getting to my destination within a few minutes of schedule, and not having my luggage lost seems like a fair deal.
Every airline I have flown on with the exception of HP
has had its share of great, good, bad, and the occasional, "I wouldn't wish this on my enemies" moments of customer service (as for HP
, three times flying, three times terrible).
My definition of customer service foremost is the stuff I don't have to think about: safety. Maybe that sounds like a dull answer when sleeper-seats, meals served on real plates and hand-held IFE with courteous crews is much more customer-comfort oriented. Just throwing in my two cents . . .
But to join in on the conversation, in my experience, AQ
have fairly consistent good customer service--at least on their transpacific product which could be considered a boutique or niche product.