Originally Posted by
pbarnette
Travel and Leisure isn't a scientific survey by any stretch, so we can toss that out. And the customer complaint numbers is not a survey, as you claimed, and represents a tiny, tiny number of complaints and does not purport to (and does not in practice) rate customer satisfaction.
Every legit survey, that adheres to even the most basic rules of survey design shows DL as middle of the pack of their cohort (legacy network airlines). You can see that here:
http://www.jdpower.com/travel/rating...tional-network
and here:
http://theacsi.org/index.php?option=...155&i=Airlines
You're right on the JDPower as I read the list wrong, middle of the pack.
Now, discounting T&L because you don't consider them "scientific" enough is a rather silly, and in my opinion slightly rose shaded glasses response. First off, I said c-sat survey, not overall rankings based on all the critera JDPower uses. Just customer satisfaction. In that regard, the T&L survey is every bit as valid as any other out there. I've read similar surveys in BusinessWeek, WSJ, and others, and most times Delta has been at or near the bottom for 2009.
And in an attempt to get back to the topic at hand. I pointed out that I'm sticking/stuck with Delta as I rate convenience over service. So far, and I'd say that flying weekly gives me a decent sample rate to go from, Delta has been at best average. I've had decent (meaning acceptable) crews, an exceptional crew, a handful of rather bad crews, and one completely unacceptable crew. If I was asked to rate my satisfaction on a 1-5 scale with 5 being best, Delta would get a 2, maybe 2.5. That's based on customer service (crew, GA, and callcenter), ability to deal with IRROPS and general delays, and base value.