United shows biggest improvement in ACSI airline index (heh, heh)
May 1, 2019, 2:17 pm
#1
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United shows biggest improvement in ACSI airline index (heh, heh)
The American Consumer Satisfaction Index tracks hospitality and airline satisfaction, with the results here.
United improved more than any other airline. The catch: that's pretty easy to do when you're rock bottom! Even with the improvement, United is ranked below Allegiant (!) -- as well as Alaska, Southwest, Delta, American, JetBlue, and Air Bulgaria (OK, I made the last one up).
United improved more than any other airline. The catch: that's pretty easy to do when you're rock bottom! Even with the improvement, United is ranked below Allegiant (!) -- as well as Alaska, Southwest, Delta, American, JetBlue, and Air Bulgaria (OK, I made the last one up).
May 1, 2019, 2:29 pm
#2
Join Date: Mar 2012
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Posts: 6,355
The American Consumer Satisfaction Index tracks hospitality and airline satisfaction, with the results here.
United improved more than any other airline. The catch: that's pretty easy to do when you're rock bottom! Even with the improvement, United is ranked below Allegiant (!) -- as well as Alaska, Southwest, Delta, American, JetBlue, and Air Bulgaria (OK, I made the last one up).
United improved more than any other airline. The catch: that's pretty easy to do when you're rock bottom! Even with the improvement, United is ranked below Allegiant (!) -- as well as Alaska, Southwest, Delta, American, JetBlue, and Air Bulgaria (OK, I made the last one up).
May 1, 2019, 3:38 pm
#3
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The American Consumer Satisfaction Index tracks hospitality and airline satisfaction, with the results here.
United improved more than any other airline. The catch: that's pretty easy to do when you're rock bottom! Even with the improvement, United is ranked below Allegiant (!) -- as well as Alaska, Southwest, Delta, American, JetBlue, and Air Bulgaria (OK, I made the last one up).
United improved more than any other airline. The catch: that's pretty easy to do when you're rock bottom! Even with the improvement, United is ranked below Allegiant (!) -- as well as Alaska, Southwest, Delta, American, JetBlue, and Air Bulgaria (OK, I made the last one up).
May 1, 2019, 3:58 pm
#4
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The American Consumer Satisfaction Index tracks hospitality and airline satisfaction, with the results here.
United improved more than any other airline. The catch: that's pretty easy to do when you're rock bottom! Even with the improvement, United is ranked below Allegiant (!) -- as well as Alaska, Southwest, Delta, American, JetBlue, and Air Bulgaria (OK, I made the last one up).
United improved more than any other airline. The catch: that's pretty easy to do when you're rock bottom! Even with the improvement, United is ranked below Allegiant (!) -- as well as Alaska, Southwest, Delta, American, JetBlue, and Air Bulgaria (OK, I made the last one up).
2) If your goal is UA #1 , you're going to be disappointed for a loooooooong time.
May 1, 2019, 7:39 pm
#6
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https://www.economist.com/gulliver/2...flight-freedom
United is the worst of the bunch, throwing a big hissy fit when even a whiff of competition presents itself:
https://www.inc.com/bill-murphy-jr/a...or-insane.html
The result of our govt truckling to United, is that it gets away with screwing us all with bad service and fares that are 30-50% higher than what Europeans pay.
May 1, 2019, 8:10 pm
#8
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https://thepointsguy.com/news/winnin...onvoy-program/
Read the comments. Hilarious. I would not be surprised if he had a similar relationship with United.
May 1, 2019, 10:12 pm
#9
Join Date: Feb 2008
Programs: 6 year GS, now 2MM Jeff-ugee, *wood LTPlt, SkyPeso PLT
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1) Would you rather they not improved at all? Looks like pretty consistent forward improvement since 2015.
2) If your goal is UA #1 , you're going to be disappointed for a loooooooong time.
2) If your goal is UA #1 , you're going to be disappointed for a loooooooong time.
This said, UA has not done well since the SFH, and I think we can agree that their Y product is horrible, and has been for a while. The only counterbalancing factor has been that they treat (or now used to treat...
) elites well. UA did really crappy under Dear Leader (getting 60-62 from 2012-2015), and has gotten 68-70 from 2016-2019. During these spans DL - which is clearly the most customer focused of the US3 - got 65 in 2012, claiming to 71 in 2015. Now at 75.I think what this reflects is that UA has clearly closed the gap some. It improved its OT and bumping, baggage issues to a great extent, and went from serving prison style food to hospital food. The coffee got better.
I am curious though what UA going with ultra tight configurations (10x on the 777) will due to the 2020 scores. No one comes off those flights thinking well of United (or American).
May 2, 2019, 3:04 am
#10
Join Date: Apr 2019
Posts: 200
Anecdotal, but the perception of this airline from those who don’t fly often is just atrocious. It’s why these surveys will never change unless the airline changes, and in a revolutionary way. The current regime has showed they are not leaders.
Comments from close friends and relatives who have no skin in the game and have flown UAL: The perception of worn out, uncomfortable thin seats, coupled with things such as no seat back IFE on most of the narrowbodies, hard to find power ports (leading some to believe they’re not there), “small bathroom”, old plane, inconsistent seats and service, meals that aren’t as good as other airlines.
It’s very hard for this airline to look good, when Delta has things like PTVs, strives to be as consistent as possible, and has far better marketing and is seen as way more hip. Never mind they have slimline seats and MD-80s that have no PTV’s, they’ve done a terrific job of pointing out their new aircraft that actually look new, cool, and have effectively made Delta appear to be a premium, innovative airline, something that United used to be. Leadership doesn’t have the answers, or refuses to act on it and is content with the status quo.
This airline is the perennial 7-9 football team that never will win anything, but doesn’t suck enough to lose business to the point they feel obliged to change.
Congratulations UAL, you’re the Miami Dolphins.
Comments from close friends and relatives who have no skin in the game and have flown UAL: The perception of worn out, uncomfortable thin seats, coupled with things such as no seat back IFE on most of the narrowbodies, hard to find power ports (leading some to believe they’re not there), “small bathroom”, old plane, inconsistent seats and service, meals that aren’t as good as other airlines.
It’s very hard for this airline to look good, when Delta has things like PTVs, strives to be as consistent as possible, and has far better marketing and is seen as way more hip. Never mind they have slimline seats and MD-80s that have no PTV’s, they’ve done a terrific job of pointing out their new aircraft that actually look new, cool, and have effectively made Delta appear to be a premium, innovative airline, something that United used to be. Leadership doesn’t have the answers, or refuses to act on it and is content with the status quo.
This airline is the perennial 7-9 football team that never will win anything, but doesn’t suck enough to lose business to the point they feel obliged to change.
Congratulations UAL, you’re the Miami Dolphins.
May 2, 2019, 4:23 am
#11
Join Date: Aug 2010
Location: KEWR
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Posts: 794
Anecdotal, but the perception of this airline from those who don’t fly often is just atrocious. It’s why these surveys will never change unless the airline changes, and in a revolutionary way. The current regime has showed they are not leaders.
Comments from close friends and relatives who have no skin in the game and have flown UAL: The perception of worn out, uncomfortable thin seats, coupled with things such as no seat back IFE on most of the narrowbodies, hard to find power ports (leading some to believe they’re not there), “small bathroom”, old plane, inconsistent seats and service, meals that aren’t as good as other airlines.
It’s very hard for this airline to look good, when Delta has things like PTVs, strives to be as consistent as possible, and has far better marketing and is seen as way more hip. Never mind they have slimline seats and MD-80s that have no PTV’s, they’ve done a terrific job of pointing out their new aircraft that actually look new, cool, and have effectively made Delta appear to be a premium, innovative airline, something that United used to be. Leadership doesn’t have the answers, or refuses to act on it and is content with the status quo.
This airline is the perennial 7-9 football team that never will win anything, but doesn’t suck enough to lose business to the point they feel obliged to change.
Congratulations UAL, you’re the Miami Dolphins.
Comments from close friends and relatives who have no skin in the game and have flown UAL: The perception of worn out, uncomfortable thin seats, coupled with things such as no seat back IFE on most of the narrowbodies, hard to find power ports (leading some to believe they’re not there), “small bathroom”, old plane, inconsistent seats and service, meals that aren’t as good as other airlines.
It’s very hard for this airline to look good, when Delta has things like PTVs, strives to be as consistent as possible, and has far better marketing and is seen as way more hip. Never mind they have slimline seats and MD-80s that have no PTV’s, they’ve done a terrific job of pointing out their new aircraft that actually look new, cool, and have effectively made Delta appear to be a premium, innovative airline, something that United used to be. Leadership doesn’t have the answers, or refuses to act on it and is content with the status quo.
This airline is the perennial 7-9 football team that never will win anything, but doesn’t suck enough to lose business to the point they feel obliged to change.
Congratulations UAL, you’re the Miami Dolphins.
May 2, 2019, 7:14 am
#12
Join Date: Feb 2008
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The only think I might say is that I don't think UA is a 7-9 football team, its more like a 5-11 team.
And AA is not much better. It went from a 8-8 team (under Horton) to a 6-10 team under Parker. Delta has gone from a 8-8 team at the time that Jeff took over UA in 2011, to a 11-5 team today. They might, or might not make the play-offs.Even Delta does not reach the level of service provided by the quality and service of the best asian carriers or the few remaining carriers still offering decent product (LH comes to mind) in Europe. However, I do think that the combination of product and service on DL is better (especially in Y) than most of the European carriers (AF/KLM/BA/Swiss) which have gone with ultra tight configurations along with service and soft-product cuts, and that is who their competition really is given how much TATL lift they have.
May 2, 2019, 7:19 am
#13
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I don't know the methodology, but would question whether the spread from UA (70) to AA (73) is statistically significant, especially with UA climbing and AA falling. I do know that from everything I hear, AA is a worse airline right now.
May 2, 2019, 7:42 am
#14
Join Date: Feb 2002
Location: NYC: UA 1K, DL Platinum, AAirpass, Avis PC
Posts: 4,599
Looking at the 25 year history looks like only in 97 and 02 did UA score higher than AA.
You can probably chalk up 02 to TWA indigestion.
I wonder if route footprint plays a role.
UA has always been more international financial center and business route heavy while AA has been more leisure heavy and Latam heavy. Got more so when it inherited the CLT and PHX hubs.
Harder to please fliers of UA routes and more complex operation.
I also sometimes think UA has long had the most “inequality” of experiences - you have to be on expert mode to fly UA well. If I were to rank by Gini coefficient...
UA
AA
DL
SW
May 2, 2019, 9:00 am
#15
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Agree. I almost never recommend UA to no-status friends who would be flying Y, but with status and knowing how everything works it is a completely different ballgame.
