Wow, I have no problems with Northwest.
I was sure it would have been Southwest (assuming they are not the same
company).
On that show AIRLINE, they are always looking for reasons to upset people.
"n,e,w,s" wrote in message
news:gt9e31hb8sm7kd9cfv4eq412a7j33t8j1c@news...
> Northwest ranked last in customer satisfaction
>
> ROMULUS, Mich. (AP) - Northwest Airlines ranked last in overall
> airline customer satisfaction among major U.S. air carriers, according
> to an annual study by J.D. Power and Associates.
>
> JetBlue Airways came in first in the study, based on responses from
> about 2,600 passengers who flew on a major U.S. airline between May
> and October 2004. J.D. Power released the results Monday.
>
> Overall customer satisfaction is measured based on performance in five
> factors:
>
> - Check-in, boarding and deplaning.
>
> - Flight reservation and scheduling.
>
> - Aircraft interior.
>
> - In-flight amenities.
>
> - Flight crew.
>
> "Dissatisfaction with a lack of amenities is an area the industry
> needs to keep a close eye on as more carriers reduce their offerings
> in favor of lower operating costs," Linda Hirneise, partner and
> executive director of travel industry research at J.D. Power and
> Associates, said in a news release. "However, what we're seeing in
> low-cost carriers like JetBlue and Southwest is that airlines offering
> a consistent travel experience and that listen to what's most
> important to passengers are proving to be very successful."
>
> Eagan, Minn.-based Northwest is Michigan's leading passenger air
> carrier and handles about 75% of the passenger traffic at Detroit
> Metropolitan Airport.
>
> "Customer satisfaction is very important to Northwest, and we are
> continuing to work to provide the service all of our customers deserve
> and expect," the company said in a statement to the Detroit Free
> Press.
>
> Northwest told The Detroit News that the survey doesn't take into
> account important factors such as on-time performance.
>
> The J.D. Power study gave Northwest a rating of 618 out of a possible
> 1,000 points. America West had a rating of 623, United Airlines 637
> and American Airlines 647.
>
> The average for all airlines studied was 664 points, J.D. Power said.
>
> JetBlue rated 783 points, followed by Southwest Airlines at 702, Delta
> Air Lines at 692, Alaska Airlines at 673, Air Tran Airways at 672 and
> Continental at 668.
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