Originally Posted by
HNLbasedFlyer
Without debating the merits of JD Power, the difference between #1 and UA on First/Business is less than 7% (UA above AA), on Premium Economy it is a bit over 6%, and under 10% for Economy (and UA above AA again) - to me at least, it is not a large material difference.
IME, there has been a large degradation in UA's service culture and soft product. Now, I fly mainly business routes, East to West Coast, and understand that your experience is better, possibly because of your Hawaiian home base. However, UA is still at the bottom of the list in customer satisfaction, and the sample size is large, so there is something there that the average customer is seeing/experiencing.