DL Level of Service Declining In All Aspects?
May 6, 2019, 2:20 pm
#46
Join Date: Feb 2017
Programs: DL DM, UA Gold, Alaska MVP, Bonvoy (lol) Ambassador
Posts: 2,994
The American Customer Satisfaction Index - which has been doing airline satisfaction scores since 1995 - doesn't show United to be a threat in its report of a few weeks ago. Emphasis mine.
Despite a 4% leap, United sits in the bottom three with a score of 70, only besting Frontier (64) and Spirit (63), which see 3% and 2% climbs, respectively.
Delta also rises 1% to an ACSI score of 75, making it number one among legacy airlines. Passengers enjoy the airline’s many in-flight amenities, including seatback screens, USB ports, and Wi-Fi.
https://www.theacsi.org/news-and-res...avel-2018-2019
Despite a 4% leap, United sits in the bottom three with a score of 70, only besting Frontier (64) and Spirit (63), which see 3% and 2% climbs, respectively.
Delta also rises 1% to an ACSI score of 75, making it number one among legacy airlines. Passengers enjoy the airline’s many in-flight amenities, including seatback screens, USB ports, and Wi-Fi.
https://www.theacsi.org/news-and-res...avel-2018-2019
While it may be statistical noise, the data supports my claim among legacies: American Airlines is starting to fall, United is rising rapidly (i.e., it has recovered), and Delta is holding steady or rising only slowly.
May 6, 2019, 2:28 pm
#47
Join Date: Feb 2017
Programs: DL DM, UA Gold, Alaska MVP, Bonvoy (lol) Ambassador
Posts: 2,994
Apologies for the double post, but just as further evidence that American Airline's decline is not just noise...
https://viewfromthewing.boardingarea...stomer-scores/
Admittedly, United still has a three-year headstart over American. Their operations only significantly started turning around about 3-4 years ago. So perhaps American just needs a bit more time. But things are getting worse - not better - as I see it.
https://viewfromthewing.boardingarea...stomer-scores/
Becker followed up and asked Isom if he could say if the airline’s net promoter score improved Jan 2019 versus July 2018?
Isom said “we have a lot of internal metrics.. we weren’t pleased with our likelihood to recommend scores, they fell year-over-year for the first time in a number of years.
Isom said “we have a lot of internal metrics.. we weren’t pleased with our likelihood to recommend scores, they fell year-over-year for the first time in a number of years.
May 6, 2019, 5:52 pm
#48
Join Date: Aug 2005
Location: MSP
Programs: Delta Gold, Delta 1MM, Amtrak Guest Rewards, Marriott Titanium, Hilton Gold
Posts: 906
Does Delta still have a call center in Chisholm MN? With NWA that was always a great experience. I don't call the Delta line much anymore as I am forced to use my company travel agent - a whole other story.
May 6, 2019, 5:56 pm
#49
Join Date: May 2015
Posts: 2,881
Yes, and I believe the Chisholm call center is one of the more frequent places where HVC calls are routed.
May 6, 2019, 8:30 pm
#51
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Location: Orlando, FL Area
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Posts: 29,988
Oh really. I've been flying ATL-MEM since the age of 10 in 1999. We always got a full drink and snack service. Now it's just coffee or water. Are you suggesting that the distance between MEM and ATL has decreased or that the same MD-88’s that have flown the route for 20 years have gotten faster? Or perhaps the flight attendants have gotten lazier and management is clinging to every penny that they can.
May 7, 2019, 5:54 am
#52
Join Date: Mar 2000
Location: HSV
Programs: DL DM, Marriott lifetime Ti, USMC
Posts: 498
Oh really. I've been flying ATL-MEM since the age of 10 in 1999. We always got a full drink and snack service. Now it's just coffee or water. Are you suggesting that the distance between MEM and ATL has decreased or that the same MD-88’s that have flown the route for 20 years have gotten faster? Or perhaps the flight attendants have gotten lazier and management is clinging to every penny that they can.
May 7, 2019, 6:11 am
#53
Join Date: Feb 2017
Programs: DL DM, UA Gold, Alaska MVP, Bonvoy (lol) Ambassador
Posts: 2,994
Oh really. I've been flying ATL-MEM since the age of 10 in 1999. We always got a full drink and snack service. Now it's just coffee or water. Are you suggesting that the distance between MEM and ATL has decreased or that the same MD-88’s that have flown the route for 20 years have gotten faster? Or perhaps the flight attendants have gotten lazier and management is clinging to every penny that they can.
If there is a real loss in travel it has been the ongoing densification of the planes and the farce that is modern-day security screening - not the loss of your drink service between ATL-MEM.
Of course, the competitive environment changes over time. The things I listed above are now just an expectation - I won't fly a carrier without WiFi for example. That said, minus the security and plane densification, travel is significantly easier and more convenient than ever before.
May 7, 2019, 7:35 am
#54
Join Date: Mar 2010
Programs: DL PM, Bonvoy Gold
Posts: 8,414
Can't they both be a "real loss?" I certainly agree that loss of personal space is a bigger deal, but I also miss the pre 9/11 standards of domestic meal service.
May 7, 2019, 8:37 am
#56
Join Date: Nov 2007
Location: USA
Posts: 1,685
There’s a large contingent of the traveling public that won’t. Particularly business travelers.
DL being one of the first to commit to GoGo on 70 seat+ regional jets was a contributing factor to my move to the airline after the collapse of Continental with the United customer-last work ethic.
May 7, 2019, 8:47 am
#57
Join Date: Mar 2015
Location: Home
Posts: 469
There’s a large contingent of the traveling public that won’t. Particularly business travelers.
DL being one of the first to commit to GoGo on 70 seat+ regional jets was a contributing factor to my move to the airline after the collapse of Continental with the United customer-last work ethic.
I consider myself a business traveler - been doing mon-thur grind for number of years.
Last thing I want on a flight is any sort of connectivity with creatures 30,000 ft below
May 7, 2019, 11:17 am
#58
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As a DM, I reached Chisholm on my last call, about ten days ago. The guy was up to date on being able to preorder meals by phone, although he said it was the first time he had done it for a passenger. He also knew the rules about SDC for FC tickets and going from nonstop to a connection. It was a pleasure to give him a 5 rating.
May 7, 2019, 11:38 am
#59
Join Date: Jun 2015
Location: DTW
Programs: Alaska, Delta, Southwest
Posts: 1,663
Oh really. I've been flying ATL-MEM since the age of 10 in 1999. We always got a full drink and snack service. Now it's just coffee or water. Are you suggesting that the distance between MEM and ATL has decreased or that the same MD-88’s that have flown the route for 20 years have gotten faster? Or perhaps the flight attendants have gotten lazier and management is clinging to every penny that they can.
Just to play devil's advocate, I'm pretty sure that those MD-88s didn't have access to the internet or complimentary in-flight entertainment (via WiFi streaming) back in 1999. I'm also pretty sure that you didn't have a super convenient application on your phone that would allow you to rebook flights, receive real-time flight status notifications, track your bags (if you check them), or avoid a stop by the check-in counter to get a boarding pass.
If there is a real loss in travel it has been the ongoing densification of the planes and the farce that is modern-day security screening - not the loss of your drink service between ATL-MEM.
Of course, the competitive environment changes over time. The things I listed above are now just an expectation - I won't fly a carrier without WiFi for example. That said, minus the security and plane densification, travel is significantly easier and more convenient than ever before.
If there is a real loss in travel it has been the ongoing densification of the planes and the farce that is modern-day security screening - not the loss of your drink service between ATL-MEM.
Of course, the competitive environment changes over time. The things I listed above are now just an expectation - I won't fly a carrier without WiFi for example. That said, minus the security and plane densification, travel is significantly easier and more convenient than ever before.
Sure, as technology advances, the services enabled by technology will improve - WiFi on board, mobile check-in, baggage tracking, etc. But that doesn’t mean other services haven’t deteriorated in the interest of cost cutting.
May 7, 2019, 11:52 am
#60
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Hey I remember a time when DL did a domestic coach hot breakfast consisting of a small waffle, and a (small) ham steak with a half peach on top of it. The peach was canned but it was still good (and it was heated).