Originally Posted by
DrAlex
I think your paradigm here is WAY off base and you got REALLY, REALLY lucky with DL. They are not some sort of unicorn in a field of ponies. AS is consistently rated higher in customer satisfaction than DL (
11 years of top CS in traditional carriers), but as always, YMMV...
AS is barely above DL. And Southwest and JetBlue do better than both of them.
https://www.jdpower.com/business/pre...sfaction-study
A lot of these satisfaction metrics are a function of the customer base. AS can get away with stuff because they have a very forgiving, SEA-centric customer base. Open a JFK hub and see how this stuff flies.