Seatguru.com has released the results of its 2009 survey of over 1600 fliers. Airlines were ranked based on the quality of their in-flight service (food, seating, and flight attendants). Unsurprisingly, Singapore Airlines came out the clear winner, having the highest rating for flight attendant politeness, best food, and most comfortable business-class seats. British Airways also scored well in the flight attendants and food categories.American, United, and US Airways could definitely use an overhaul of their in-flight service; the three airlines were ranked as serving the worst food, having the worst economy-class seats (jetBlue had the best) and the rudest flight attendants (with United coming in dead last here). Nobody's saying that they have to become like Singapore Airlines, but surely a few improvements here and there might be a sound investment? After all, how many people choose to fly on one of the US legacy carriers because of service? With the possible exception of Continental, I'm betting that very few actually do. Most people buy a ticket on United or American or Northwest because of their route network, or maybe a good price that they managed to get. If one of those airlines improved its in-flight product above its competitors - nothing drastic, necessarily, but maybe politer flight attendants, cleaner planes, and more comfortable seats, for a start - then maybe people would go out of their way to fly that airline. Just a thought.
A few other interesting tidbits from the survey: fliers perceived international airlines to be safer than US domestic airlines, and more people felt safer in the front of the aircraft than anywhere else. 13% of fliers said that they had "knowingly transported banned items through security," although no examples of what these 'banned items' could be were provided. And "for those who didn't mind celebrity seatmates, preference went to the President & First Lady."
photo of a United 737-300 cabin by caribb from Flickr, licensed under the Creative Commons
4 comments:
I flew Usairways to Europe a couple of years ago and was not excited, but was ok and I saved some money with them. However, I just tried them again this month and it was a horrible experience. Never again, not worth the savings anymore. They kept anouncing the flight delay 1 hour at a time, and it ended up being almost 6 hours late, which did not make me happy after flying almost 10 hours from Barcelona to connect in Philly into Orlando. The airport in Philly is not structured to handle that many flights, and both times the plane was in the runway, it had to wait more than an hour just for the authorization for taking off. There were 34 planes waiting in line. Very exhausting. The cabins were dirty, little things broken (such as window slatch, earphone outlet, etc...) made me wonder how well maintained the mechanics are. The flight attendants looked like they just got out of bed, and one of them tried to keep my change when I bought a tiny bottle of wine for $7.00. She had kind of an attitude when I asked for it before the plane landed. I am not cheap, but again, I did not think they deserved a $13.00 tip out of a $7.00 purchase. USAIRWAYS NEVER AGAIN. Not even for free. That was the worst money I ever saved.
United promotes credit cards everywhere... but BECAREFUL before you sign up. $25 coupon and upgrade... all with string attached. When you receive your credit card... make sure they credit your miles promptly... Until I call and complained... it was in la la land and I still do not see my miles being credited.
Coupon has 14 days advance requirement and upgrade, UNLESS you are a PREMIERE and above YOU CANNOT GET UPGRADE UNLESS YOU PAY $1700 in full and not $280 discount fare...
Discrimination and Failure of Disclosure. FAA and all regulatory authorities, PLEASE LOOK INTO THIS. Also supervisors are nothing, but just there as a title... Their power to assist customers are stripped and they ask you to write to Customer Relations with NO PHONE NUMBER and NEVER RESPOND PROMPTLY. You call UAL headquarter... NO ATTENDANTS... if you get it... they will tell you to contact Customer Relations via email. Even they said someone will get back to you within 24-48 hours... IT MAY BE NEVER... as I have waited over 48 hours.
IS THIS A KIND OF SERVICE CAN COMPETE AND SURVIVE IN GLOBAL COMPETITION... I wish them stop DIGGING their own hole...
If you agree... send requests to FAA and our Government!!!! Service foremost to improve!
If you call Sprint today... THEY HAVE BECOME ONE OF THE MOST WONDERFUL CUSTOMER SERVICE... POLITE AND HELPFUL...best simply everything rate... I renewed my contract as I just enjoy being treated as a customer and not as a second class citizen like UAL treats non above PREMIERE... You give upgrade to lure new loyal customers... but UAL... irate new customers and tell us to go elsewhere...
I have flown with Us Airways since 1999 and had accumulated my miles over the years. Due to the business travel restrictions at my company over the last year or so (travel freeze) I have not been able to travel or use their service.
As a result they have forfeited my miles - I was surprised by their action since I was not given any notice etc and now to reinstate the miles they are asking for $300. This is by far the most ridiculous way of making money as if the nickel and diming strategy with baggage fees and seat change fees is not enough. I think the travelers should vote with their feet and move away from travelling with such unscrupulous airlines - who have no regard for a loyal traveler just because one year was bad for their customer, they are ready to rob them of the miles - this is the most pathetic thing I have seen from a business like US Air. I wish they will realize it too late the folly of their strategy when they loose loyal customers like me in hordes and finally go bankrupt.
Raj
If you live in the Philadelphia region you almost have to travel on US Air. I moved here from NYC 12 years ago and it's a disaster every time we fly. I'm a journalist and do a lot of international and domestic travel. For those trips, I'll fly out of Newark, even LGA or JFK to avoid US Air. But when we travel as a family it's US Air. I have never had a smooth trip in 12 years. The planes are utterly filthy, toilets are disgusting, table trays are foul and if you're not in first class, there's no leg or seat room. I'm 5'4 110lbs, my husband's 6'2 and 180 so we don't take up a lot of room. Most of the flight crews are professional and helpful but the conditions of the planes, ground personnel and customer service are offensive. The people who answer the 800# do not speak English or if they do are downright arrogant. On several occasions they hung up on my husband who has the patience of a saint. Baggage claim services, via the phone and at PHL airport, are belligerent and hostile. US Airways unprofessionalism and arrogance is a chronic problem that is getting worse each time we fly. If Sully isn't running the airline don't bother.
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