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AC lowest in airline customer satisfaction (JD Power)

  • http://www1.jdpower.com/travel/ratings/airlines/indexratings.asp?v1=Low%20Cost
    (click on Press Releases : 2006 Airline Satisfaction ... for the press release)

    WESTLAKE VILLAGE, Calif.: 29 June 2006 — People and processes, not peanuts and pillows, make a difference when it comes to satisfying airline passengers, according to the J.D. Power and Associates 2006 North America Airline Satisfaction StudySM released today. The study is conducted in association with AVIATION WEEK. J.D. Power and Associates and AVIATION WEEK are business units of The McGraw-Hill Companies.

    AC and UA both at the lowest, AC at 655/1000, UA at 658/1000.
    Highest traditional airlines are CO and DL.


  • There is a definite bias against AC. I have also travelled on DL before, and would certainly not say they were better than AC by any means. Yes some of the seats on AC are worn out, but the seat pitch in Y is better than the seat pitch in Y on AS, at least if you look at some of the 763's and the 333/343's.


  • if this is based on passenger ratings, then whats the panel bias ?


  • That NWA won is rather telling.......JD should stick to cars!
    I will wait for "consumer reports", the true voice of the masses!

    I think the difference is.. Consumer Reports has a group of Paid staff who
    evaluate products while JDPower depends on volunteer panelists to
    rate their experience. This may or may not reflect the opinion of the
    major Frequent Flyer community.


  • often hostile border questions and searches. I can skip 'the neighbor next door.'

    Since when is AC responsible for border questions and searches? :confused:


  • Big surprise! How about their confusing, ridiculous, often un-navigatable website. Gee, I use a Mac and always get messages about how certain features won't work properly on a Mac. It's not like the Mac operating system is something new. Here's an idea: Why doesn't Air Canada's IT department contact one of the dozen American airlines' IT departments and ask what they can do to fix the problem. Call Frontier, AirTran - even ATA's works on a Mac. Air Canada is so ridiculous. Indifferent service, sky high prices, unworkable website and often hostile border questions and searches. I can skip 'the neighbor next door.'

    I smell a TROLL !!!


  • There is a definite bias against AC. I have also travelled on DL before, and would certainly not say they were better than AC by any means. Yes some of the seats on AC are worn out, but the seat pitch in Y is better than the seat pitch in Y on AS, at least if you look at some of the 763's and the 333/343's.
    While it is personal judgment, DL BusinessElite on transatlantic beats AC any day (I know..the new seats are coming....). The DL staff are excellent on the transatlantic runs- I don't know about domestic as I rarely fly them. My biggest problem with AC is the variation- sometimes excellent, sometimes terrible- I thought they were using Six Sigma???


  • Not sure which aircrafts of AC's they are using to base their judgement on, but AC is certainly better than AS in terms of seat comfort, yet they judge that differently. In fact I strongly disagree with their ratings of YVR as well. I think this survey is extremely bias, and can hardly be called credible at all. Explain to me what facilities HNL has that YVR does not, what a joke. There are many more questionable things IMO as well. JD Power has lost all credability in my books.


  • That NWA won is rather telling.
    ??? NW is ranked almost at the bottom...

    But I am sure there is a eagerness on the [NWA] employees part to keep the airline alive and that would be to put the best foot forward at this time.
    That must be why the FAs rejected the Tentative Agreement by a margin of 4 to 1. Plus, any visitor to the NW forum can easily figure out that morale amongst NWA employees is not high.


  • [QUOTE=pdx42]...... Call Frontier, AirTran - even ATA's works on a Mac. Air Canada is so ridiculous. Indifferent service, sky high prices, unworkable website and often hostile border questions and searches. I can skip 'the neighbor next door.'[/QUOTE


    AC pricing can be very competitive when required,but can be expensive where they are the only game in town. ;)
    As for hostile border questions,that is under federal government control.

    Too bad you won't be visiting us soon. :rolleyes:


  • :rolleyes: That's right. Legacy airlines should keep on doing what they've always done, and they'll be just fine. Don't cut a single service, don't save a single dime. People, after all, don't choose their carrier based on price.


  • Just so I understand you; employee morale is high at NW while under Ch. 11? :confused: Given what I've gleamed while over on NW FT forum, that doesn't seem to be the case, nor was it while AC under CCRA. It may be so low at NW already that there's nowhere else to go but up when and if they emerge from Ch. 11.

    I never said it was high at NW. But I am sure there is a eagerness on the employees part to keep the airline alive and that would be to put the best foot forward at this time. But, I am sure once they exit and they deal with post chapter 11 environment they will no doubt be grumbling about longer hours, less pay, benefits cuts all the while the CEO will probably reap millions in stock options while they are left to selling sandwiches.

    Sound familiar ;)


  • Didn't you hear? All things fall under the AC umbrella now! :rolleyes:


  • One thing to note... ALL STAR carriers in North America have been in bankruptcy protection and they were rated the lowest... All that cost cutting is slapped on the flying public's face and couple that with low-morale of front-line staff and you have the formula for the AC score.

    So explain DL & NW then, please, and their respective rankings in the list. Both, I believe, still under Ch. 11 protection at the moment.


  • but the seat pitch in Y is better than the seat pitch in Y on AS, at least if you look at some of the 763's and the 333/343's.

    ...and when AS starts flying widebodies this might be a valid point. All AS narrow body jets feature 32" pitch, something that is not the case on AC narrowbodies which have 31-32" pitch (A321 says 32"). AC's 767-200's are said to have 31-32" pitch. Thus AS is infact superior :) Numbers are from seatguru.com.


  • Now that I've read that this group is biased, I guess I'll never buy a car based on their recommendations let me tell you!! ;)


  • Now that I've read that this group is biased, I guess I'll never buy a car based on their recommendations let me tell you!! ;)

    That NWA won is rather telling.......JD should stick to cars!
    I will wait for "consumer reports", the true voice of the masses!


  • STILL UNDER is the key word. Right now all DL & NW employees know they need every pax and they are doing their best to keep them.

    I bet you when they come out of chapter 11 the REAL service cuts will be forth coming. Employee morale will dive and especially when they have to sell pillows and blankets plus schelping sandwiches on-board :D

    Just like AC did.

    Just so I understand you; employee morale is high at NW while under Ch. 11? :confused: Given what I've gleamed while over on NW FT forum, that doesn't seem to be the case, nor was it while AC under CCRA. It may be so low at NW already that there's nowhere else to go but up when and if they emerge from Ch. 11.


  • ...I use a Mac and always get messages about how certain features won't work properly on a Mac. It's not like the Mac operating system is something new. Here's an idea: Why doesn't Air Canada's IT department contact one of the dozen American airlines' IT departments and ask what they can do to fix the problem. Call Frontier, AirTran - even ATA's works on a Mac.

    So does AC's - they just have a rather silly warning notice if you use Safari claiming that some features won't work. I use Macs exclusively, and the site works just fine with Safari (and Firefox). The occasional problems that I have experienced with the site have nothing to do with the platform or browser.


  • sky high prices [...] and often hostile border questions and searches. I can skip 'the neighbor next door.'

    Good, please stay home.

    "Sky high prices" are largely driven by taxes and fees, outside of AC control. Otherwise, they are competitive with the US carriers and the LCCs.

    "Hostile border questions" happen going into the good old US of A too, don'tchaknow.

    Simon


  • Big surprise! How about their confusing, ridiculous, often un-navigatable website. Gee, I use a Mac and always get messages about how certain features won't work properly on a Mac. It's not like the Mac operating system is something new. Here's an idea: Why doesn't Air Canada's IT department contact one of the dozen American airlines' IT departments and ask what they can do to fix the problem. Call Frontier, AirTran - even ATA's works on a Mac. Air Canada is so ridiculous. Indifferent service, sky high prices, unworkable website and often hostile border questions and searches. I can skip 'the neighbor next door.'


  • DL seats in BE are too narrow for overnight flights.


  • if this is based on passenger ratings, then whats the panel bias ?
    How many of the respondents have actually flown on AC? Why was WestJet not there but JetBlue is? How many Americans know Canada even exists (except as a terrorist haven)?


  • Not sure which aircrafts of AC's they are using to base their judgement on, but AC is certainly better than AS in terms of seat comfort, yet they judge that differently

    I have flown many a flight on AS and AC and in Y I would disagree with you. AS has decent pitch and I find the headrests on most of AC's seats uncomfortable. AS's seats are also almost all in decent condition whereas many of AC's are in sad disrepair. Many AS planes are new 737s with leather seats that are very comfortable. Up front AC has the edge for sure though other than their seats are again worn out.


  • How many of the respondents have actually flown on AC? Why was WestJet not there but JetBlue is? How many Americans know Canada even exists (except as a terrorist haven)?


    Oh and I am sure you would take back everything you said above, IF Air Canada came out on top! :rolleyes:

    JD Power is a trusted and respectable source. This proves that all the cost cutting on the backs of pax is really paying off for AC. In a BAD way in public opinion.

    You may ask... why are loads so high... simple.... NO CHOICE!


  • Hey, at least they were on the list, unlike WS. :p

    Think I'll keep my preciously hoarded money where it's safer and away from ones like DL despite their placing on this list.


  • As noted, there are a number of factors that come into play here, including sample composition (i.e. US travelers, NAmerican travelers?) and size. Seems a bias against STAR carriers and for SKYTEAM ones.


  • I wonder if this is just a simple case of panel bias.
    It doesn't seem credible to me, either, despite all the negatives with AC and YVR.


  • I for one am not surprised. Even LCC JetBlue was rated higher than AC!
    Wonder if we will be seeing banners at the airports with BIG LOSER soon..

    Wake up AC and smell the coffee!


  • So explain DL & NW then, please, and their respective rankings in the list. Both, I believe, still under Ch. 11 protection at the moment.

    STILL UNDER is the key word. Right now all DL & NW employees know they need every pax and they are doing their best to keep them.

    I bet you when they come out of chapter 11 the REAL service cuts will be forth coming. Employee morale will dive and especially when they have to sell pillows and blankets plus schelping sandwiches on-board :D

    Just like AC did.


  • As noted, there are a number of factors that come into play here, including sample composition (i.e. US travelers, NAmerican travelers?) and size. Seems a bias against STAR carriers and for SKYTEAM ones.

    One thing to note... ALL STAR carriers in North America have been in bankruptcy protection and they were rated the lowest... All that cost cutting is slapped on the flying public's face and couple that with low-morale of front-line staff and you have the formula for the AC score.







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