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Alaska Airlines wins high customer ranking

Old 07-01-2009, 09:27 PM
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Default Alaska Airlines wins high customer ranking

Gentle readers know of my friendship with Capt [unnamed], and when I mentioned this to him, he just stared at me and for the first time since I've known him, he was at a loss for words. So I really cannot say if he agreed or disagreed with the premise of this article.

From Seattle Times:

Seattle-based Alaska Airlines ranked highest among seven big U.S. airlines in customer satisfaction in 2009, a year when overall passenger satisfaction with airlines fell to a four-year low, according to a new study by J.D. Power and Associates.

The 2009 North America Airline Satisfaction Study measured customer opinions based on costs and fees; flight crews; in-flight services; aircraft; bording/deplaning/baggage; check-in and reservations.

For the second year in a row, Alaska ranked highest among traditional carriers. It was followed by American, Continental, Delta, Northwest, United and US Airways.

JetBlue ranked highest among discount carriers, followed by Southwest and WestJet, in a tie. Frontier and AirTran ranked lowest.

The study found that overall customer satisfaction with airlines in 2009 declined for a third consecutive year, driven by decreased satisfaction with in-flight services, flight crew and costs and fees, compared with 2008.

Despite the overall decline, the study found that the reported length of flight delays decreased by eight minutes in 2009 from 72 minutes in 2008.
Among passengers who visit an airline's main counter to obtain their boarding pass or check baggage, average wait times decreased to 12 minutes from 14 minutes in 2008.

The study surveyed business and leisure travelers who flew between April 2008 and May 2009.

Headquartered in Westlake Village, Calif., J.D. Power and Associates is a
global marketing information services company and a business unit of the McGraw-Hill Companies.

Travel & Outdoors | Alaska Airlines wins high customer ranking | Seattle Times Newspaper
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Old 07-01-2009, 10:36 PM
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Default Expectations

The customers have obviously lowered their expectations.
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Old 07-01-2009, 11:55 PM
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You nailed it in the thread title Vagabond, the customers were high.
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Old 07-02-2009, 04:55 AM
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Wow, I guess every other airline is really THAT bad. not that this place is horrible, but damn....


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Old 07-02-2009, 05:08 AM
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In my experience, Alaska is quite good compare to the others. I go out of my way to fly on them.
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Old 07-02-2009, 08:58 AM
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I prefer the Horizon legs when I am booked on an Alaska ticket- why is it that their regional can offer free microbrews and wine while the mainline charges? Free beer rocks- thank you Horizon!
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Old 07-02-2009, 07:46 PM
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Originally Posted by jtf560 View Post
I prefer the Horizon legs when I am booked on an Alaska ticket- why is it that their regional can offer free microbrews and wine while the mainline charges? Free beer rocks- thank you Horizon!
It's because the beer on Horizon flights is from unknown breweries in the PAC NW that are trying to get their name & their brand out there. Think about it. Was is a well known brand that you drank? Or was it that you didn't even notice who or where the beer came from one you found out it was free? The beer itself costs Horizon nothing, except maybe a cut of some of the brewery's profit.
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Old 07-02-2009, 07:58 PM
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Last month was Alaska Amber and in the past they have carried other varieties of Alaskan ales. They have also been known to carry beer from the Deschutes brewery.... An outstanding choice. Their snack quality has gone down hill though. I miss the goldfish crackers.

On a customer service note... Obviously none of the survey people rode on a plane with a future furloughed flight attendant. Yikes!
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Old 07-02-2009, 08:52 PM
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I've seen Fat Tire also....
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Old 07-02-2009, 10:15 PM
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Originally Posted by Jetspeed View Post
I've seen Fat Tire also....
No, that was a flight attendant.
fbh
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