Meanest in 2012 -- Award for United and Continental
Apr 4, 2012, 10:14 pm
#46
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The best is yet to come and he think's your going to like it.
Apr 5, 2012, 7:08 pm
#47
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Article about the Jeff Smisek impact in 2011
http://www.cleveland.com/business/in...quality_r.html
"Continental, once among the top-rated airlines in the industry for performance and customer satisfaction, dropped to No. 11 in the latest Airline Quality Rating, just ahead of No. 12 United Airlines.
That's despite the fact that the industry as a whole improved for the fourth straight year, to the best overall score in 22 years."
"Just five years ago, Continental ranked No. 6 among 16 airlines, while United ranked No. 8. The 60-page AQR has never ranked Continental lower than No. 9.
But last year, United's customer complaint rate of 2.21 complaints per 100,000 passengers was nearly double the industry rate of 1.19 per 100,000.
Continental wasn't far behind, with 1.81 per 100,000.
On Wednesday, U.S. News & World Report ranked United and Continental first and second on its list of "America's Meanest Airlines," based on the AQR complaint rate."
"Continental, once among the top-rated airlines in the industry for performance and customer satisfaction, dropped to No. 11 in the latest Airline Quality Rating, just ahead of No. 12 United Airlines.
That's despite the fact that the industry as a whole improved for the fourth straight year, to the best overall score in 22 years."
"Just five years ago, Continental ranked No. 6 among 16 airlines, while United ranked No. 8. The 60-page AQR has never ranked Continental lower than No. 9.
But last year, United's customer complaint rate of 2.21 complaints per 100,000 passengers was nearly double the industry rate of 1.19 per 100,000.
Continental wasn't far behind, with 1.81 per 100,000.
On Wednesday, U.S. News & World Report ranked United and Continental first and second on its list of "America's Meanest Airlines," based on the AQR complaint rate."
Apr 5, 2012, 7:15 pm
#49
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Not really an article about Smisek, rather it's an article about the Airline Quality Ranking of CO and UA being so low.
My favorite part is from the United spokesperson, "So this year we're focusing on giving employees tools to do a better job,"
They could have started by not taking away tools in the first place.
My favorite part is from the United spokesperson, "So this year we're focusing on giving employees tools to do a better job,"
They could have started by not taking away tools in the first place.
Apr 5, 2012, 7:17 pm
#50
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http://www.cleveland.com/business/in...quality_r.html
"Continental, once among the top-rated airlines in the industry for performance and customer satisfaction, dropped to No. 11 in the latest Airline Quality Rating, just ahead of No. 12 United Airlines.
That's despite the fact that the industry as a whole improved for the fourth straight year, to the best overall score in 22 years."
"Just five years ago, Continental ranked No. 6 among 16 airlines, while United ranked No. 8. The 60-page AQR has never ranked Continental lower than No. 9.
But last year, United's customer complaint rate of 2.21 complaints per 100,000 passengers was nearly double the industry rate of 1.19 per 100,000.
Continental wasn't far behind, with 1.81 per 100,000.
On Wednesday, U.S. News & World Report ranked United and Continental first and second on its list of "America's Meanest Airlines," based on the AQR complaint rate."
"Continental, once among the top-rated airlines in the industry for performance and customer satisfaction, dropped to No. 11 in the latest Airline Quality Rating, just ahead of No. 12 United Airlines.
That's despite the fact that the industry as a whole improved for the fourth straight year, to the best overall score in 22 years."
"Just five years ago, Continental ranked No. 6 among 16 airlines, while United ranked No. 8. The 60-page AQR has never ranked Continental lower than No. 9.
But last year, United's customer complaint rate of 2.21 complaints per 100,000 passengers was nearly double the industry rate of 1.19 per 100,000.
Continental wasn't far behind, with 1.81 per 100,000.
On Wednesday, U.S. News & World Report ranked United and Continental first and second on its list of "America's Meanest Airlines," based on the AQR complaint rate."
http://www.flyertalk.com/forum/unite...hlight=meanest
Apr 6, 2012, 1:48 am
#53
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Finally, bag issues and denied boarding issues have the great opportunity to be double-reported if a customer also files a complaint. Then again, with only ~9300 complaints filed out of many millions of passengers carried in 2011 it isn't clear that the numbers actually are representative of anything anyways.
Apr 6, 2012, 6:01 am
#54
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I think that the biggest contributor to the low score is NOT the boarding procedure, but more customer complaints. This includes --
1) Dirty planes
2) Inoperable seats
3) Failed IFE
4) Bait and switch -- new C class seats versus old C class seats
5) Inedible food in premium cabins
6) Poor CO type handling of IROPS
7) Garbage food in United Clubs
Need I go on??
1) Dirty planes
2) Inoperable seats
3) Failed IFE
4) Bait and switch -- new C class seats versus old C class seats
5) Inedible food in premium cabins
6) Poor CO type handling of IROPS
7) Garbage food in United Clubs
Need I go on??
Apr 6, 2012, 6:27 am
#55
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If a pedestrian was hit by a car, and was rushed to a hospital where he was diagnosed with a broken leg, and the pedestrian expressed his anger at the driver, it would still be true that "causation doesn't equal correlation," but do you think the pedestrian (or even a neutral bystander) would accept that argument if offered by the driver?
It artificially skews the numbers worse where an issue might exist.
The customer complaint quotient was 2.21 (per 100,000 passengers), the highest in the report, but it is also the lowest weighted of the metrics. There were only ~9400 complaints reported at all across all airlines, however, so it is hard to know just how representative the numbers really are. That component is only for complaints received by the DoT. If folks are filing complaints to the DoT over a mess in the lounge then things are all sorts of messed up.
Last edited by sbm12; Apr 6, 2012 at 6:33 am
Apr 6, 2012, 6:47 am
#56
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Wirelessly posted (Mozilla/5.0 (iPhone; CPU iPhone OS 5_1 like Mac OS X) AppleWebKit/534.46 (KHTML, like Gecko) Version/5.1 Mobile/9B176 Safari/7534.48.3)
+1000. Oh, and being shocked by the call volume wondering why those pesky PMUA folks are upset about going from 2012 to 1997
Originally Posted by channa
Not really an article about Smisek, rather it's an article about the Airline Quality Ranking of CO and UA being so low.
My favorite part is from the United spokesperson, "So this year we're focusing on giving employees tools to do a better job,"
They could have started by not taking away tools in the first place.
My favorite part is from the United spokesperson, "So this year we're focusing on giving employees tools to do a better job,"
They could have started by not taking away tools in the first place.
Apr 6, 2012, 8:08 am
#57
Join Date: Sep 2003
Location: Seattle WA, USA
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Not really an article about Smisek, rather it's an article about the Airline Quality Ranking of CO and UA being so low.
My favorite part is from the United spokesperson, "So this year we're focusing on giving employees tools to do a better job,"
They could have started by not taking away tools in the first place.
My favorite part is from the United spokesperson, "So this year we're focusing on giving employees tools to do a better job,"
They could have started by not taking away tools in the first place.
Flyer 420
in Boulder
Apr 6, 2012, 8:27 am
#58
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Apr 6, 2012, 9:59 am
#59
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Apr 6, 2012, 10:02 am
#60
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Sure, assuming the distribution of complains is even. But an airline with more lost/delayed bags - which gets penalized for that in the appropriate category in the formula - is also likely to see more complaints about bags in the that section. So it is something of a double jeopardy for the issue. Ditto for IDBs.
My main point was more that it is another reason their formula is craptacular, not that it was particularly applicable to any particular carrier/scenario.
My main point was more that it is another reason their formula is craptacular, not that it was particularly applicable to any particular carrier/scenario.