USAir ranks worst in Consumer Reports airlines survey
May 29, 2007, 5:24 pm
#1
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USAir ranks worst in Consumer Reports airlines survey
The just published July issue of Consumer Reports shows USAir ranking 18th out of 18 in a rating by 23,000 readers. This was a pre-merger rating, but America West ranked 17th! So, no help there.
Interestingly, none of the so called legacy cariers made the top; CO coming in highest at #9 (Delta might have helped US at #10).
Top 3: Jetblue, Midwest, and Southwest.
Interestingly, none of the so called legacy cariers made the top; CO coming in highest at #9 (Delta might have helped US at #10).
Top 3: Jetblue, Midwest, and Southwest.
May 29, 2007, 6:37 pm
#2
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This is what I hate about these, who did they ask? and what is it based on? Just like JD Power...
Kinda good but not really...I wonder how Jetblue is doing now?
Kinda good but not really...I wonder how Jetblue is doing now?
May 29, 2007, 6:44 pm
#3
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I cannot believe that CR surveyed people two years ago and are just now publishing it. I am a subscriber and I have e-mailed customer service to inquire about their research. If I receive a reply, I will let you know.
As to who they surveyed, I would assume their paper and online subscribers.
As to who they surveyed, I would assume their paper and online subscribers.
May 29, 2007, 7:35 pm
#4
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They do send out extensive questionnaires to their subscribers. If I recall correctly it was send out late last fall early winter just before the the merger (guess merger of websites etc) became official, hence US and AW were rated separately
May 29, 2007, 8:40 pm
#5
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More accurately: the survey was performed in February 2007, and a smaller follow-up poll performed in April, after the weather related problems for Jetblue in February and USAir in March. It did not change the ranking; Jetblue staying 1st, but US dropped points (and stayed last).
May 29, 2007, 8:42 pm
#6
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A poll of frequent travelers or business travelers would come up differently (not that US would be on top- maybe CO?). Still surprised that UA doesn't come out on top, with E+, 777s, etc.- and Ted can't be destroying its image.
May 29, 2007, 8:47 pm
#7
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More accurately: the survey was performed in February 2007, and a smaller follow-up poll performed in April, after the weather related problems for Jetblue in February and USAir in March. It did not change the ranking; Jetblue staying 1st, but US dropped points (and stayed last).
May 29, 2007, 8:51 pm
#8
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These surveys are all about reputation rather than direct experience, but that also matters a lot to a company that wants to make it. US has earned a pretty lousy reputation. Press releases do almost nothing to change this. It takes performance over time, especially avoiding the sort of disasters (baggage, computer systems, PHL mayhem) that get into the news and give people with no direct experience with US subconscious ill feelings toward the company.
JetBlue and Southwest both have reputations that go well beyond what they actually deliver. These too shall pass, but it takes time. Unless they start to deliver.
JetBlue and Southwest both have reputations that go well beyond what they actually deliver. These too shall pass, but it takes time. Unless they start to deliver.
May 29, 2007, 10:06 pm
#9
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Being a long time subscriber to Consumer Reports and having filled out their questionnaire many times , their surveys are very much the opposite unless one believes that most responders don't answer honestly.
Jim
Jim
May 29, 2007, 10:13 pm
#10
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Reputation, image, and perception of a company by consumers do count. I also subscribe, have been surveyed, and I answer honestly as well.
May 29, 2007, 10:26 pm
#11
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What differentiates them from almost everyone else (particularly Southwest) is that they deliver on that expectation with amazing regularity. They don't do what US (and to a certain extent all majors) try to do these days and be all things to all people--invariably doing none of them well and pissing most off at one point or another.
May 29, 2007, 11:43 pm
#12
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Uhh, not so much. JetBlue and Southwest, notably Southwest, sets a very simple expectation: transportation from point A to point B at a fair price.
What differentiates them from almost everyone else (particularly Southwest) is that they deliver on that expectation with amazing regularity. They don't do what US (and to a certain extent all majors) try to do these days and be all things to all people--invariably doing none of them well and pissing most off at one point or another.
What differentiates them from almost everyone else (particularly Southwest) is that they deliver on that expectation with amazing regularity. They don't do what US (and to a certain extent all majors) try to do these days and be all things to all people--invariably doing none of them well and pissing most off at one point or another.
May 30, 2007, 9:52 am
#13
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May 30, 2007, 10:11 am
#14
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What is US over promising these days?
Promise: "Unlimited upgrades"
Reality: Continual reduction in first class cabins
Promise: Two "complimentary" TA upgrades for chairmen
Reality: Obscenely overpriced fare classes upon which the upgrades can be used
Promise: Full system integration spring 2007
Reality: A system merger with problems of biblical proportions and glitches such as making nearly everyone who ever flew the airline a mid-tier elite
This is for starters. Seems they continue to promise quite a bit.
May 30, 2007, 10:39 am
#15
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Let's see...
Promise: "Unlimited upgrades"
Reality: Continual reduction in first class cabins
Promise: Two "complimentary" TA upgrades for chairmen
Reality: Obscenely overpriced fare classes upon which the upgrades can be used
Promise: Full system integration spring 2007
Reality: A system merger with problems of biblical proportions and glitches such as making nearly everyone who ever flew the airline a mid-tier elite
This is for starters. Seems they continue to promise quite a bit.
Promise: "Unlimited upgrades"
Reality: Continual reduction in first class cabins
Promise: Two "complimentary" TA upgrades for chairmen
Reality: Obscenely overpriced fare classes upon which the upgrades can be used
Promise: Full system integration spring 2007
Reality: A system merger with problems of biblical proportions and glitches such as making nearly everyone who ever flew the airline a mid-tier elite
This is for starters. Seems they continue to promise quite a bit.
"The World's Largest Low Fare Airline"
