PHLBOS
Topic Author
Posts: 6504
Joined: Thu Apr 01, 2004 6:38 am

US Ranks Worst In "Consumer Reports" Survey

Wed May 11, 2011 2:09 pm

While this topic could certainly fall in the Tell Us Something That We Don't Already Know Category, it is worth noting that there's something now in print.

http://www.philly.com/philly/busines...res_lowest_in_consumer_survey.html

Key Exerpts/Highlights:

Uncomfortable seats and excessive fees are the top gripes of air travelers, and a reason many said they are flying less, according to the survey results released Tuesday.

Southwest Airlines Co. and JetBlue Airways, topped the ratings on comfort and extra fees.
...
The 10 airlines were scored based on overall satisfaction, check-in ease, cabin-crew service, cabin cleanliness, baggage handling, seating comfort and in-flight entertainment.

Consumer Reports also asked questions about charging fees for checked bags, choice seats, and pillows and blankets.
...
Eight of the 10 major airlines rated by Consumer Reports' readers received low marks for seat comfort.


Here's the list of carriers surveyed and their respective ratings (also from the article, 0 to 100 score scale):

1. Southwest - 87

2. JetBlue - 84

3. Alaska - 79

4. Frontier - 78

5. AirTran - 74

6. Continental - 72

7. American - 65

8. Delta - 64

9. United - 63

10. US Airways - 61

It's interesting that Alaska was included in the survey but not Hawaiian.
"TransEastern! You'll feel like you've never left the ground because we treat you like dirt!" SNL Parady ad circa 1981
 
sw733
Posts: 5308
Joined: Wed Feb 25, 2004 6:19 am

RE: US Ranks Worst In "Consumer Reports" Survey

Wed May 11, 2011 3:22 pm

Quoting PHLBOS (Thread starter):

6. Continental - 72
Quoting PHLBOS (Thread starter):
9. United - 63

I am very curious to see what happens with United over the next year or two after the merge with CO...does it go up or down? Hmmm...

Quoting PHLBOS (Thread starter):
Eight of the 10 major airlines rated by Consumer Reports' readers received low marks for seat comfort.

Yikes...curious who the two were that didn't?

From the article: "Southwest was the only airline to receive top marks for check-in ease" - I fail to see how WN is easier than UA, AA, DL, F9, etc. on check-in. They all use the same "walk to monitor, check yourself in" style systems now. Is there actually an advantage of the WN system in ease over the others, or is it that people just want to think WN is better and easier?
 
thegman
Posts: 505
Joined: Wed Nov 12, 2008 5:30 am

RE: US Ranks Worst In "Consumer Reports" Survey

Wed May 11, 2011 4:50 pm

Quoting PHLBOS (Thread starter):
It's interesting that Alaska was included in the survey but not Hawaiian.

Not really. Alaska has much more of a CONUS presence than Hawaiian does.
 
tommy767
Posts: 4658
Joined: Sat Aug 09, 2003 12:18 pm

RE: US Ranks Worst In "Consumer Reports" Survey

Wed May 11, 2011 6:05 pm

Quoting PHLBOS (Thread starter):

6. Continental - 72

7. American - 65

8. Delta - 64

9. United - 63

10. US Airways - 61

I find it ridiculous that AA is higher than DL or UA.
"KEEP CLIMBING" -- DELTA
 
PI4EVER
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RE: US Ranks Worst In "Consumer Reports" Survey

Wed May 11, 2011 7:06 pm

I think check-in/bag check with WN is better....from my experiences of being greeted and handled by pleasant agents with a personality and in most cases a smile on their face. Always a nice start to your trip.
Congratulations Southwest.
watch what you want. you may get it.
 
PHLBOS
Topic Author
Posts: 6504
Joined: Thu Apr 01, 2004 6:38 am

RE: US Ranks Worst In "Consumer Reports" Survey

Wed May 11, 2011 8:16 pm

Quoting sw733 (Reply 1):
Quoting PHLBOS (Thread starter):
Eight of the 10 major airlines rated by Consumer Reports' readers received low marks for seat comfort.

Yikes...curious who the two were that didn't?

Assuming that the seat comfort ranking is for strictly Coach Class seating; my guess would be that the two that didn't get the bad ratings are B6 (?) and WN. I know WN offers at least a 32-inch seat pitch whereas most other carriers offer 30-to-31.

Note: The actual figures are only available to subcribers of Consumer Reports' website and on the print edition of the June 2011 issue.

http://www.consumerreports.org/cro/m...s/overview/index.htm?CMP=OTC-NEWS4

[Edited 2011-05-11 13:23:00]
"TransEastern! You'll feel like you've never left the ground because we treat you like dirt!" SNL Parady ad circa 1981
 
jetblue777
Posts: 1200
Joined: Fri Jul 17, 2009 4:13 pm

RE: US Ranks Worst In "Consumer Reports" Survey

Wed May 11, 2011 8:24 pm

Quoting TOMMY767 (Reply 3):
I find it ridiculous that AA is higher than DL or UA.

I agree. DL is head of AA in terms of comfort and service.

Though I'm always surprised why US always ranks last, I mean, they operate a fleet of A319, A320 and A321 domestically compared to most legacies who has aging MD80s...

IMO, B6 should be # 1 (Don't mind my username   ) Nice leather seats, legroom is almost the same as regional F class in most legacy airlines and the Live TV.
It's a cultural thing.
 
sf3sce
Posts: 51
Joined: Sun Apr 06, 2008 7:08 am

RE: US Ranks Worst In "Consumer Reports" Survey

Wed May 11, 2011 9:27 pm

I fail to see how US ranked terrible too. They run a tight ship over there and are improving. I beg to differ with DELTA, they are focusing too much on certain things like a flashy cabin product and inflight service that they are losing sight of how their customer service is as well as how their airplanes are kept. Every time I fly them, I know not to get my hopes up that I am going to arrive on time or even at my destination on that certain day.
jet. its a must.
 
dumbell2424
Posts: 884
Joined: Mon Apr 06, 2009 2:45 pm

RE: US Ranks Worst In "Consumer Reports" Survey

Thu May 12, 2011 12:06 am

The fact that 4 points on a scale of 100 separate the final 4 rankings shows calling US the true worst is marginal...
 
Elite
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Joined: Thu Jun 29, 2006 6:31 pm

RE: US Ranks Worst In "Consumer Reports" Survey

Thu May 12, 2011 12:38 am

Quoting PHLBOS (Thread starter):

1. Southwest - 87

2. JetBlue - 84

Interesting to note that the two supposedly low cost carriers are the two top airlines.
 
sw733
Posts: 5308
Joined: Wed Feb 25, 2004 6:19 am

RE: US Ranks Worst In "Consumer Reports" Survey

Thu May 12, 2011 3:01 am

Quoting PI4EVER (Reply 4):
I think check-in/bag check with WN is better....from my experiences of being greeted and handled by pleasant agents with a personality and in most cases a smile on their face.

I agree the WN agents are usually quite friendly, but the category is not "check-in service/friendliness", it is "check-in ease". Having used the WN system many times, and others equally as many times, I don't see how WN's system is any easier...not harder, but not easier. Nowadays, with the self check-in, most people aren't "handled" until it comes time to get your bag tagged and show your ID - even at WN, they simply say "use the kiosk to check-in, use the kiosk to check in...#12 is open! #4 is open!". Heck, if you are just carrying on, you may not interact at all during check-in.

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