Operations

J.D. Power Survey Says Airline Customers Dissatisfied

Posted on June 25, 2008 by LCT Staff - Also by this author - About the author

WESTLAKE VILLAGE, Calif. – Airline customer satisfaction has deteriorated to its lowest level in three years, according to a J.D. Power and Associates survey on North American carriers. J.D. Power said declining customer service, "rather than high fares and additional charges for amenities," has created the greatest drag on consumer perceptions of North American airline performance in the past year, according to the survey of 19,701 travelers who took to the North American skies between April 2007 and March 2008.

Citing consumer feedback on the "knowledge, courtesy and helpfulness of reservation and gate agents, check-in staff and flight crew," J.D. Power said the "people factor" witnessed a precipitous drop from findings in the same study released last year. "Across the airline experience, from check-in to the flight to deplaning, passengers are being affected by the ramifications of carriers making staff cutbacks and have expressed that performance and attitudes of airline staff are suffering," Sam Thanawalla, director of the global hospitality and travel practice at J.D. Power and Associates, said in a statement.

Like last year's results, today's study continues to show a divide in customer-service perceptions between legacy carriers and what J.D. Power defined as low-cost carriers — "airlines that operate single-cabin aircraft with typically low fares." JetBlue, for the fourth year in a row, gained the top spot, posting a 776-point score on a 1,000-point scale. JetBlue, along with low-cost carrier peers Southwest, Frontier, and AirTran, averaged 730 points — besting the network carrier segment, which averaged 650 points.

Among network carriers, Alaska Airlines and Continental Airlines posted the highest marks, tying for first with 684 points. This is Continental's third consecutive year leading legacy carriers, while Alaska was the only U.S.-based carrier to improve its overall score in the past year. The survey also showed a tie at the bottom, with Northwest Airlines and United Airlines each averaging 628 points.

"While nearly all of the carriers in both segments experienced declines in satisfaction since 2007, Alaska Airlines has managed to improve, particularly in satisfaction with the overall check-in experience," Thanawalla said. "Alaska Airlines and Air Canada are the only two carriers that improved overall in 2008, which is a particularly impressive feat in the current volatile industry environment."

J.D. Power conducts the annual survey by measuring customer satisfaction in seven categories: cost and fees, flight crew, in-flight services, aircraft, boarding/deplaning/baggage, and checking and reservations.

Source: Business Travel News

View comments or post a comment on this story. (0 Comments)

More News

Uber Tries To Stop Driver Exodus By Treating Them Better

The TNC admits the way it handles drivers is an "existential threat" to its $70 billion business.

Charter Bus Booked Solid For Total Eclipse

The city of Washington, Missouri is making a three-day event of the solar phenomenon, with events starting Aug. 19.

 

All-Tesla Service Partners With Environmental Film Festival

Los Angeles-based MOTEV will showcase one of its new P90X models during the event.

Why Bigger Fleets Aren’t Always Better

eNews Exclusive: Chris Cardo discusses why downsizing might be the best move you’ll ever make for your business.

PAX Training Launches App For Chauffeurs

The global provider now enables each user to access educational and company info via iOS or Android devices at any time.

See More News

Facebook Comments ()

Comments (0)

Post a Comment

Submit

Blog

See More

LCT Store

LCT Magazine - July 2017 $12.95 COVER STORY: * Why These Titans Work So Hard to Give it Away * *



Connect

Experience the three annual industry events for networking for business, showcasing vehicles and products, and getting the tools for success.

Read About Your Region

What’s Happening Near You?
Click on any state to see the latest industry news and events in that region.

More From The World's Largest Fleet Publisher

Automotive Fleet

The Car and truck fleet and leasing management magazine

Business Fleet

managing 10-50 company vehicles

Fleet Financials

Executive vehicle management

Government Fleet

managing public sector vehicles & equipment

TruckingInfo.com

THE COMMERCIAL TRUCK INDUSTRY’S MOST IN-DEPTH INFORMATION SOURCE

Work Truck Magazine

The number 1 resource for vocational truck fleets

Metro Magazine

Serving the bus and passenger rail industries for more than a century

Schoolbus Fleet

Serving school transportation professionals in the U.S. and Canada

Please sign in or register to .    Close