Go Back  FlyerTalk Forums > Miles&Points > Airlines and Mileage Programs > Air Canada | Aeroplan
Reload this Page >

AC ranks third in online customer service according to new study

AC ranks third in online customer service according to new study

Old Feb 8, 05, 5:31 pm
  #1  
A FlyerTalk Posting Legend and Moderator: Air Canada Aeroplan, Canada & Manufactured Spending
Original Poster
 
Join Date: May 2002
Location: YEG
Posts: 48,831
AC ranks third in online customer service according to new study

http://www.emarketer.com/Article.aspx?1003250

Interestingly, US Airways seems to be handling its online services well, despite its perilous financial position (the company has filed for bankruptcy twice in two years) and in contrast to the recent headlines it has received for bad service (including delays and lost baggage around Christmas because of weather and staffing problems, and a US Department of Transportation study which declared it the worst US carrier based on consumer complaints). In the Customer Respect Group study, US Airways receives the highest rating among airlines for how it treats its customers online.

The company is followed by a mix of US-based and international airlines of varying sizes, with the top five rounded out by British Airways, Air Canada, Independence Air and Northwest Airlines
tcook052 is offline  
Old Feb 8, 05, 5:34 pm
  #2  
 
Join Date: Sep 2000
Location: Ottawa, Ontario, Canada
Programs: Aeroplan SE AND 1MM, HHonors Gold, Marriott Rewards Gold, Fairmont President Club Platinum
Posts: 9,009
Originally Posted by tcook052
http://www.emarketer.com/Article.aspx?1003250

Interestingly, US Airways seems to be handling its online services well, despite its perilous financial position (the company has filed for bankruptcy twice in two years) and in contrast to the recent headlines it has received for bad service (including delays and lost baggage around Christmas because of weather and staffing problems, and a US Department of Transportation study which declared it the worst US carrier based on consumer complaints). In the Customer Respect Group study, US Airways receives the highest rating among airlines for how it treats its customers online.

The company is followed by a mix of US-based and international airlines of varying sizes, with the top five rounded out by British Airways, Air Canada, Independence Air and Northwest Airlines
That is news to me. As I and others have posted on this forum, if an error message prevents one from booking a ticket online (either revenue or Aeroplan) online, the web site support staff do not have the authority or ability to book the ticket.
FlyerGoldII is offline  
Old Feb 8, 05, 8:02 pm
  #3  
 
Join Date: Aug 2000
Location: Edmonton, AB, Canada
Programs: Amex Platinum, SPG Gold, Hertz 5*, Hyatt Platinum
Posts: 9,496
Okay, I admit at not having used the usairways site recently but a couple of years back it was the most HORRID piece of junk anywhere. I doubt it has changed much and so would not give this study too much credence. What about all the privacy snafus, where do these fit in?
Altaflyer is offline  

Thread Tools
Search this Thread