United (nearly) dead last in J.D. Power Customer Satisfaction
#1
Original Poster
Join Date: Jul 2013
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United (nearly) dead last in J.D. Power Customer Satisfaction
Another customer satisfaction survey, another rock-bottom rating for United......
J.D. Power 2018 North America Airline Satisfaction Study | J.D. Power
Among traditional carriers, United is ranked dead last, even below Air Canada (no mean feat).
Among all carriers (i.e. including the ultra-discount), United ranks below Allegiant(!). In this category, luckily there's Frontier, which edges United out of the dead-last position. Hey, second-to-last when compared to airlines that can't afford to crash, is progress!
Edit: looking at last year's survey, it appears that United is the single airline (referred to in the release) that actually had ratings decline. Even Frontier improved.
J.D. Power 2018 North America Airline Satisfaction Study | J.D. Power
Among traditional carriers, United is ranked dead last, even below Air Canada (no mean feat).
Among all carriers (i.e. including the ultra-discount), United ranks below Allegiant(!). In this category, luckily there's Frontier, which edges United out of the dead-last position. Hey, second-to-last when compared to airlines that can't afford to crash, is progress!
Edit: looking at last year's survey, it appears that United is the single airline (referred to in the release) that actually had ratings decline. Even Frontier improved.
Last edited by porciuscato; May 30, 2018 at 4:34 pm
#3
Join Date: Dec 2014
Programs: UA GS ,QF Plat
Posts: 686
that it will reinforce some negative perceptions of UA which maybe be true or not. I don't think the first thought of an infrequent traveler/joe public would be to challenge the integrity of the data as a result it is damaging in some cases no doubt unfairly.
#4
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As it is, it squares with my experience and I've flown at least 10 airlines this year. About 100 flights so far. The only category United seems to consistently excel in is having the highest proportion of FAWAs (Flight Attendants With Attitude). I can vouch that survey is right at least on that point. Even Allegiant is better.
I would also point you to the thread started by the guy who switched from Alaska (the top rated airline). You can just sense the incredulity from him that United is as bad as it is.
#5
Join Date: May 2012
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The Dao event is responsible for ratings decline. My colleague, who never flew United, told me not to be beaten by United when I told them I would fly United tomorrow.
#7
Join Date: Mar 2009
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Yeah that still happens to me. I roll my eyes, but it certainly did impact the brand and likely the ratings, too.
#8
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Flying international business, United is clearly below all other carriers that I have flown internationally (there are several) in the past 18 months.
#10
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I do a lot of surveys and I have one hard-and-fast rule - I never take J.D. Power surveys. They're a waste of time and so poorly written they can't possibly generate any useful data.
#11
Join Date: Aug 2014
Location: 42.1% in PDX , 49.9% in PVG & 8% in the air somewhere
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Lets see in the last 18 months I've made 44 RTs of which 95% are international including 4 segements. I've flown AS, AC, DL, WN, MU, BR, AA, CA, HU, and of course UA. Sadly all in Econ or E+ with UA. From my experience I'd say that of the US domestic big 3 DL, AA, UA bring up the rear in service quality/attitude with AS probably up near the top with AC and WN grouped with tightly with BR, CA, MU, HU. Then after that group the DL/AA and UA trailing badly behind. The only reason I fly UA is their schedule and convenience, even if I could find another daily alternative I'd so be gone.
Where to start #1 the FA and GA are so bad. This is a generality, I've met some great FA/GAs but on average the cultural that appears to permeate them isn't one that give me any impression they care or are rewarded for providing good service. Even when it comes to food I have the memory of UA bring up the rear, maybe it all starts with the stink memory / experience with FA/GA that makes same food taste terrible.
This start with management and the union, but for now what choice to I have. I need to get where I need to get and I can tolerate crap service as long as I get their safely, LOL I hear the Wells Fargo commercials, haven't stepped into one of their branches to see if they've taken religion to their Ads, but maybe Oscar and company could learn a thing or two if they cared about this. Too bad there isn't more competition, if there was, UA would change or die.
Where to start #1 the FA and GA are so bad. This is a generality, I've met some great FA/GAs but on average the cultural that appears to permeate them isn't one that give me any impression they care or are rewarded for providing good service. Even when it comes to food I have the memory of UA bring up the rear, maybe it all starts with the stink memory / experience with FA/GA that makes same food taste terrible.
This start with management and the union, but for now what choice to I have. I need to get where I need to get and I can tolerate crap service as long as I get their safely, LOL I hear the Wells Fargo commercials, haven't stepped into one of their branches to see if they've taken religion to their Ads, but maybe Oscar and company could learn a thing or two if they cared about this. Too bad there isn't more competition, if there was, UA would change or die.
Last edited by chipmaster; May 30, 2018 at 8:42 pm
#12
Join Date: Dec 2007
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Been flying Delta and can make a list the size of a posterboard as to how much better the entire experience is - from lounge to landing.
United's last place ranking is well-deserved.
United's last place ranking is well-deserved.
#14
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That said, the PR problem was sort of indicative of other issues with UA presenting itself poorly (agent attitudes, service consistency), so the uninformed perceptions don't necessarily move independently of the experienced ones.
#15
Join Date: Aug 2014
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I suspect the latter, since — as others have said — I also still hear about Dao from people who don't fly regularly. It doesn't seem any other airline has such a PR problem.
That said, the PR problem was sort of indicative of other issues with UA presenting itself poorly (agent attitudes, service consistency), so the uninformed perceptions don't necessarily move independently of the experienced ones.
That said, the PR problem was sort of indicative of other issues with UA presenting itself poorly (agent attitudes, service consistency), so the uninformed perceptions don't necessarily move independently of the experienced ones.
I have to say this past time on UA199 from PVG-LAX I had one of the most delightful FA, I sat in emergency, he was in the jump seat, and we endured a more than 2 hour weather delay. He was exceptional and I learned a few tidbits too, the reality is I experience that maybe once in a dozen times with UA but find that often on the other airlines, as well as what I'd call above average. Too many times I do a double take when water, drinks or I make a request on UA to the FA/GA response, compared to others I'd say far less.
So for me personally, NO it ain't impression it is from spending 1K hours in or at an airport with these people.
I do hope someone at UA takes notice and cares, and does something, they could be so much better, and it really cost very little in dollars and they will make it up in fuller planes and happier passengers. Happier passengers mean happier planes, faster turn around and it snowballs to win-win. You'd think something so simple would be important and a priority at these companies in additional to $