In the just released annual quality survey, UA did not do very well - to say the least- finishing dead last, as the absolute worst! Southwest Airlines ranked best overall, as it did in '97. In '98, the top spot went to USAirways, which fell to #6 in the new report. This year, CO finished second, followed by DL, NW and Alaska Airlines. AA was #7, followed by America West, TWA & UA.
http://www.flyertalk.com/forum/Forum94/HTML/001286.html


And from the report itself:

"United Airlines had a better on-time arrival percentage for 1999, but the airline posted declining performance in denied boardings and number of complaints per passenger served. Although United improved their mishandled baggage rate for 1999, it was still the worst among the ten major carriers. All of these elements combined to keep United as the lowest performing carrier in the Airline Quality Ratings."


Yet in some other surveys, such as at www.gomex.com (which I'd wondered previously about- thinking perhaps that they [Gomez] had no clue), UA is tops and a clear winner!

Despite some differences in topic(s) and methodology etc, it is somewhat astounding to me that a carrier could be "tops and bottoms"- simultaneoulsy!
http://www.flyertalk.com/forum/Forum94/HTML/000436.html
http://www.gomez.com/scorecards/inde...RECARDCATEGORY

Any thoughts?
Just ignore these surveys?