US Airways trails peers in customer satisfaction
The Business Journal of Phoenix - 9:34 AM MST Thursday
by The Business Journal
US Airways Group Inc. was edged out by its peers in the J.D. Power Associates customer satisfaction survey released Thursday.
Tempe-based US Airways (NYSE:LCC) scored 659 out of a 1,000-point total in a review of traditional carriers for J.D. Power's 2006 North America Airline Satisfaction Study. The average customer satisfaction score in this group was 675. Houston-based Continental Airlines Inc. (NYSE:CAL) was the highest-rated with a score of 697.
The survey measured seven customer-service categories, including flight schedules, flight crews, check-in and in-flight amenities.
Among discount carriers, JetBlue Airways Corp. (NASDAQ:JBLU) topped the charts with a score of 820. The New York-based airline is known for offering in-flight DirectTV service and leather seats.
Dallas-based Southwest Airlines Co. (NYSE:LUV) was a distant second in the discount category, with a score of 735, also below its group average of 739.
"All of the airlines are struggling operationally, but that doesn't mean that passengers have to suffer too," said Linda Hirneise, executive director of the travel practice at J.D. Power and Associates.
"The airlines that have high passenger satisfaction have two things in common: They have processes in place to ensure a consistent, positive travel experience, and they have the right people working for them, who make the flying experience a pleasurable one for their passengers," she said.
Findings from the study by J.D. Power and Aviation Week magazine are based on responses from 9,334 passengers who flew on a major North American airline this year between January and May.
For more: www.jdpower.com.
The Business Journal of Phoenix - 9:34 AM MST Thursday
by The Business Journal
US Airways Group Inc. was edged out by its peers in the J.D. Power Associates customer satisfaction survey released Thursday.
Tempe-based US Airways (NYSE:LCC) scored 659 out of a 1,000-point total in a review of traditional carriers for J.D. Power's 2006 North America Airline Satisfaction Study. The average customer satisfaction score in this group was 675. Houston-based Continental Airlines Inc. (NYSE:CAL) was the highest-rated with a score of 697.
The survey measured seven customer-service categories, including flight schedules, flight crews, check-in and in-flight amenities.
Among discount carriers, JetBlue Airways Corp. (NASDAQ:JBLU) topped the charts with a score of 820. The New York-based airline is known for offering in-flight DirectTV service and leather seats.
Dallas-based Southwest Airlines Co. (NYSE:LUV) was a distant second in the discount category, with a score of 735, also below its group average of 739.
"All of the airlines are struggling operationally, but that doesn't mean that passengers have to suffer too," said Linda Hirneise, executive director of the travel practice at J.D. Power and Associates.
"The airlines that have high passenger satisfaction have two things in common: They have processes in place to ensure a consistent, positive travel experience, and they have the right people working for them, who make the flying experience a pleasurable one for their passengers," she said.
Findings from the study by J.D. Power and Aviation Week magazine are based on responses from 9,334 passengers who flew on a major North American airline this year between January and May.
For more: www.jdpower.com.
