I think the customer service ranking are complete BS. First, it doesn't take "I heard from someone in Eagan" to get the facts. They're published each quarter and they're all over the place. So, the facts are available to all employees. Second, the devil is in the details.

If you actually read the full report and not just the one posted on the weekly update (which is just a repeat every week of the previous quarters results) you can extrapolate lots of info from these statistics.

- Look at the number surveyed. They base these numbers on about 30-50 surveys. Seriously? You're going to tell me that our entire airlines customer service ranking is based on less than 100 people? In a quarter? Riiiight.

- Look at the things we're ranked by. How can the results vary wildly between airlines when all DCI carriers have the same product. The only thing we control are the people and how they deliver the product. And in all my years of flying at XJ I've run across maybe 5 FAs that have no business being FAs. In general, we have great FAs flying at XJ.

- Appearance? Well, that goes without saying. When you have little or no uniform policing of a uniform designed in the 90s... what does one expect? That blame goes to inflight and their tightly held purse strings.

The bottom line is that these quarterly statistics are not based on enough information. They only tell a certain story and are certainly skewed. Do we have room for improvement? ABSOLUTELY. But everyone does.

At XJ we need to improve most on having a clean cabin and clean exterior. Next we need to have better tools to compensate the customer when things go wrong and that is dictated by DL. Inflight needs to spend more time on training. Perhaps their 3 weeks should be extended to 4 and have a whole week on customer service. While we have friendly FAs, they could be more equipped with better customer service training/tools. Pilots as well, should receive a little bit of training in customer service. We may not be the face of the airline, but we're certainly apart of the experience. Those are the things we can control. The rest, is up to the other entities we deal with on a daily basis... including DL. Operational performance... we rank consistently very high, but we can always be better.

As for Ch11 for XJ there's always a possibility, but I call BS on this "rumor" also.