mattya9
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Best And Worst US Airlines Of 2011

Sat Jan 07, 2012 12:50 am

This article came out of the Wall Street Journal on Thursday, January 5th. As always, everyone has their own opinions about the airlines so let the comments and opinions start flowing. Kudos to Delta for a nice turnaround from 2010.

http://finance.yahoo.com/news/the-ai...t-loses-bags--cancels-flights.html

OPS 5
"You can do anything once."
 
wedgetail737
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RE: Best And Worst US Airlines Of 2011

Sat Jan 07, 2012 1:56 am

It's great to see the Seattle hometown airline placing itself on top of the pack for on-time arrivals and customer service. Congrats, AS!
 
FlyASAGuy2005
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RE: Best And Worst US Airlines Of 2011

Sat Jan 07, 2012 2:08 am

Indeed S11 was like night and day compared to S10. I mean, everything that could go wrong that summer did.

Many many improvements, all well pointed out in the article. The new MTC line stations has helped a great deal. More a/c are getting their overnight checks by DL people and it also allows the 3 day checks to be done in more stations where there are a great number of RONs, such as MCO and SAN among others. ACS (airport customer service for those that don't know; includes above/below wing and operations) has done a great job through the year and the proof is in the pudding. Huge thumbs up to all DL employees.
What gets measured gets done.
 
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DeltaMD90
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RE: Best And Worst US Airlines Of 2011

Sat Jan 07, 2012 2:44 am

I had a feeling DL would do well... they've made a great improvement as of late. It was pretty bad a few years ago. Keep up the good work and morale, DL, and don't slack off!   
Ironically I have never flown a Delta MD-90 :)
 
aircanada014
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RE: Best And Worst US Airlines Of 2011

Sat Jan 07, 2012 3:35 am

funny thing about DL they keep losing my friends bags and have bad service with them over 10 year periods..  
 
Alitalia744
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RE: Best And Worst US Airlines Of 2011

Sat Jan 07, 2012 4:41 am

Quoting aircanada014 (Reply 4):
funny thing about DL they keep losing my friends bags and have bad service with them over 10 year periods..  

funny thing about you is you've b*tched about DL since you've joined. they can do no right, right?
Some see lines, others see between the lines.
 
jetblue777
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RE: Best And Worst US Airlines Of 2011

Sat Jan 07, 2012 4:48 am

Quoting DeltaMD90 (Reply 3):
I had a feeling DL would do well... they've made a great improvement as of late. It was pretty bad a few years ago. Keep up the good work and morale, DL, and don't slack off!  

I agree   

Although UA/CO has replaced DL as my favorite US carrier, I still love both airlines. Not surprised that AA came last although I'm surprised that US did better than B6. I mean, despite my username, B6 is far from perfect and their service is nothing special, but with a great terminal at JFK, best Y legroom in the US, DirectTV and free "snacks"...they are better than US IMO.

Another surprising thing is that DL scored better than UA on on-time arrivals, I don't see the actual scores but I guess they are not that far apart. I find most major airlines to be on-time when it comes to arrival, departures...not so much (especially DL)

Once again, glad that DL had a huge turnaround!

JetBlue777
It's a cultural thing.
 
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zckls04
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RE: Best And Worst US Airlines Of 2011

Sat Jan 07, 2012 4:51 am

Best- Hawaiian
Worst- AA

I was pleasantly surprised by Hawaiian as I hadn't flown them before, but they were great when I went to Kauai in February. AA continue their unbroken run of being lame and late every time I fly them. Sadly I often don't get a choice.
Four Granavox Turbines!
 
LOWS
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RE: Best And Worst US Airlines Of 2011

Sat Jan 07, 2012 5:37 am

Best, PMCO Mainline
Worst, 9L UA (except a PMCO IAH-MUC)

  
 
B737900
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RE: Best And Worst US Airlines Of 2011

Sat Jan 07, 2012 5:03 pm

I have been flying Alaska Airlines for 35 years so I am very pleased that they are now rated right up there with the best of them. When I first started flying with them I was living in Alaska so they were the only airline in the small town I lived in. Way back then (mid-70's) AS was notorious for loosing luggage. One of my bags ended up in Tokyo. It finally arrived in Sitka and they put it on a helicopter and flew it out to the camp where I was living. They won me over! AS has a very, very loyal following.
Sounds like a Beaver on floats..........we're saved!!
 
BoeingGuy
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RE: Best And Worst US Airlines Of 2011

Sat Jan 07, 2012 7:06 pm

Quoting B737900 (Reply 9):
They won me over! AS has a very, very loyal following.

AS did something out of the ordinary for me about 6 years ago. I was on an AA frequent flier award ticket going SEA-SJC-NRT-HAN to going biking through Vietnam. AS canceled the SEA-SJC segment for maintenance (an MD-80). To be honest, several of AS's agents were totally useless when I saw this coming. I knew I'd miss my SJC-NRT flight but they were clueless. One blindly sent me to NW without a ticket or anything. Another told me she couldn't find any JL flights YVR-NRT even though I knew they had two flights a day on that route. Hopefully AS has sense cleaned house of these people.

However, I finally hooked up with a few excellent AS agents. I was lucky that JL's NRT-HAN flight was only a few days a week, so it wouldn't have just been a one day delay. Neither UA or NW were in AA's FF program so I wasn't eligible to switch to the non-stop SEA-NRT flights. AA was no help, but it wasn't their fault either. If it were their flight delay, AA said they might have bought me a ticket on the UA flight.

But the Alaska management at SEA went all the way up the approval chain and got AS to buy me a walk-up ticket on the NW SEA-NRT flight. Myself and my bike barely made it. They AS manager got me to NW's check-in right after that flight was closed. He talked NW into getting me on. I easily made my NRT-HAN connection.

It was AS's fault in the first place, but they went above and beyond the minimum necessary to take care of me and get my on my trip without delay. It was apparently a great expense to them also. The one manager said they were doing it because "it's just the right thing to do".

Quoting wedgetail737 (Reply 1):
It's great to see the Seattle hometown airline placing itself on top of the pack for on-time arrivals and customer service.

I agree with this. I fly AS all the time. I remember about 5-6 years ago, you couldn't get an on-time AS flight if your life depended on it. They were terrible.

Now I can't remember the last time, my AS flight wasn't on-time. It's very rare lately.
 
LAXintl
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RE: Best And Worst US Airlines Of 2011

Sat Jan 07, 2012 7:11 pm

I'll post the chart



=

I'm rather surprised at the relative poor showing of JetBlue.

Quoting zckls04 (Reply 7):
Worst- AA

Poor AA. Another well deserved showing.

With some luck a post Ch11 might be reenergized and be able to focus back on customer service.
From the desert to the sea, to all of Southern California
 
BoeingGuy
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RE: Best And Worst US Airlines Of 2011

Sat Jan 07, 2012 7:59 pm

Quoting LAXintl (Reply 11):
Quoting zckls04 (Reply 7):
Worst- AA

Poor AA. Another well deserved showing.

With some luck a post Ch11 might be reenergized and be able to focus back on customer service.

I've always had decent luck with AA. I've flown them a lot both domestically and internationally and they've been good to me. At least they actually have decent frequent flier award availability, unlike the joke of DL. The few times I've had missed connections on AA due to late flights, I've been very satisfied with the way they've taken care of me.

I'm not sure why they get so much bad press from everyone else.
 
LAXintl
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RE: Best And Worst US Airlines Of 2011

Sat Jan 07, 2012 8:25 pm

You are right - AA does have some good things. I'd agree the AAdvantage program is decent. Plus they have a network that tends to get me places domestically I need to go from Los Angeles.

However when it comes to many customer facing things namely the employees I've never really been charmed. Cant say I've had any real bad interactions, however have not been blown away either. Its kinda a rather bland experience with AA all the way around, and I say this being an AA EXP and having flown them plenty.

Like I mentioned in another thread - when able I prefer to opt for folks like Virgin America, JetBlue or Southwest which I tend to find a more civil or personable travel experience with due to both the employees and product.

I guess I simply don't get enthused about AA, nor make that personal connection which I guess is often key with branding. (Mind you I hold Delta in the same general light - rather cold feeling towards them).
From the desert to the sea, to all of Southern California
 
RamblinMan
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RE: Best And Worst US Airlines Of 2011

Sat Jan 07, 2012 9:12 pm

Quoting LAXintl (Reply 11):

I'll post the chart

I think the "Customer Complaints" column is quite telling. US scored better than WN in many metrics, but had tons of complaints, whereas WN had the fewest. I've had things go wrong on both carriers and this is where the true difference between them would show: WN corrects issues with speed and efficiency, and US shows only indifference and incompetence.

Poor AA. They're really digging themselves a hole these days.
 
usflyer msp
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RE: Best And Worst US Airlines Of 2011

Sun Jan 08, 2012 12:13 am

Quoting RamblinMan (Reply 14):
WN corrects issues with speed and efficiency, and US shows only indifference and incompetence.

No...its more of a function of WN's less complex system and a tendency for people to have lower expectations for WN and be less likely to complain should things go wrong....
 
RamblinMan
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RE: Best And Worst US Airlines Of 2011

Sun Jan 08, 2012 12:46 am

Quoting usflyer msp (Reply 15):
No...its more of a function of WN's less complex system and a tendency for people to have lower expectations for WN and be less likely to complain should things go wrong....

No, it's all in the way employees act. I've had WN employees going out of their way for me, after their shifts should have been over, and were incredibly gracious about it. Several times I've had US employees bitching to me about how re-booking a canceled flight is soooooo much work, and one actually suggested I rent a car (on my dime of course) after searching for about 30 seconds and not finding me a seat. I had to inform her she was obligated to look at other carriers...I was promptly accommodated on DL but the US agent screwed up the ticket so as to confuse the poor people at DL and I almost missed that flight because of it.

Dear all airline employees on this forum: We notice. We remember.
 
Checo77
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RE: Best And Worst US Airlines Of 2011

Sun Jan 08, 2012 1:09 am

I flew Delta a lot in the last year, both intra-US and TATL as well. And always excelent!!! Even though my bags did not arrive a few times with me, they always delivered them to me the next day with an apology letter. Never a problem. Plus for me, they have the BEST cabin crew on the planet! Specially the ATL-based crews.

Adam
Czech Boeing lover living in Lima
 
usflyer msp
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RE: Best And Worst US Airlines Of 2011

Sun Jan 08, 2012 9:35 pm

Quoting RamblinMan (Reply 16):
No, it's all in the way employees act. I've had WN employees going out of their way for me, after their shifts should have been over, and were incredibly gracious about it. Several times I've had US employees bitching to me about how re-booking a canceled flight is soooooo much work, and one actually suggested I rent a car (on my dime of course) after searching for about 30 seconds and not finding me a seat. I had to inform her she was obligated to look at other carriers...I was promptly accommodated on DL but the US agent screwed up the ticket so as to confuse the poor people at DL and I almost missed that flight because of it.

Dear all airline employees on this forum: We notice. We remember.

I have had nothing but positive experiences on US. The one time I flew WN my experience was not so hot...my flight got cancelled and I had to buy a walk up ticket on B6 to get home because WN did not have any seats for two days and does not interline. YMMV...

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