On the University of Michigan's Customer Satisfaction Index, the IRS scored a 65. That isn't exactly news, except for the fact that America's airlines scored even lower - a 63, which is two points less than last year and the lowest it's been in six years. "The process [of cost cutting] took so much out of them - they may have cut beyond the bone," said Claes Fornell, director of the University of Michigan's National Quality Research Center. The lowest-scoring airline was United, at 56 (from 63 points last year); Southwest had the most at 76 points (two more than last year).
Apparently the industry has to be in trouble when the American public likes tax collectors more than the airlines...
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The Airline Blog has been publishing since 2005, and features news, rumors, and the occasional opinion about the airline industry. Please feel free to leave comments and opinions of your own! If you've got a question, a rumor to share, or a topic you want to see here, contact The Airline Blog here. To learn a bit about me, click here.
Please note that I'm now back at college, so I'll probably be posting here less frequently in the near future.
Please note that I'm now back at college, so I'll probably be posting here less frequently in the near future.
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2 comments:
the survey also noted that airlines fared worst than the U.S. Government too. And nobody likes them either. Technology, in a addition to staffing cuts, creates a non-personal contact environment. From internet reservations and check-in, to kiosks at the counter, to gate readers at the boarding door, there is very little interaction between airport staff and passengers -- except for irregular ops. It would behoove the cariers to focus more on using the technology as a productivity tool while instill an customer friendly environment for its customers.
signed
A frequent flyer
American Airlines staff are very rude and don't give a rat asz about the passengers (costumer). They forgot that the paying passenger is what keeps their jobs alive. I feel leadership is being replace in Corporate America with big pay for CEO who manage to phucc the costumer while maximize profit without good service. They should get really low points. European and Asian Airlines are the best.
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