Airline Customer Satisfaction Survey in the news.

Want better service?

Pay for it.

That's the problem with people. They want top notch service but they are not willing to pay for it.
 
flyviper said:
We live in a world where people complain just about anything. $=Good Services, get it America? =)
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A little off topic but along the same lines is recently there was a couple that was banned from Royal Caribbean Cruise Lines for life because of all the complaints they've made for the last 6 cruises they've been on with them. Imagine if the airlines started doing that too??
 
mpenguin1 said:
This kind of defeats your pay for better service theory;)
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You know, I've never got the Southwest deal. I think they give the crappiest service of all. Not because of their employees, but because of the fracking cattle call.

Can anything be worse for customers than telling them fend for your own seat?

I will never fly them until they give me an assigned seat that I get regardless of whether I show up just before the doors close or two hours before the flight.

And quite often, they are not the least expensive!
 
tonyw said:
You know, I've never got the Southwest deal. I think they give the crappiest service of all. Not because of their employees, but because of the fracking cattle call.
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It works out for me, actually. If I'm flying Business Select, I can usually get an exit row for the legroom. If I'm not checking a bag and in a hurry, I can usually get up front. OR - I can hustle to the back of the plane, get a window seat and sleep.

Can anything be worse for customers than telling them fend for your own seat?
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The only ones it really sucks for are the ones who check in at the last minute on a discount fare. They usually get stuck with center seats. However, because they fly point to point, you're usually (not always) not stuck in the seat for more than 2 hours.

And quite often, they are not the least expensive!
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You're right. They're rarely the least expensive, actually....

...until you compare apples to apples and look at fare classes. Where SWA has the edge is in the unrestricted, changeable/refundable fares. Compare THOSE fares to a similar-class fare on a Major and the gap is impressive. Once I pointed this out to my boss, he was happy to let me buy the more expensive Business Select fares, if for no other reason than my time was better used more flexibly instead of worrying about change fees whenever they popped up.
 
<shrugs>

I refuse to fly an airline that doesn't give me an assigned seat. Until Southwest does that, they will not get my money.

That's fine by me. Let the cattle call fans go there.
 
meyers9163 said:
VERY TRUE. They believe they have some sort of entitlement to flying......
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I believe the airlines themselves have a sense of entitlement also.

They think they are entitled to passengers.
They think they are entitled to speak for what passengers want/expect.
They think they can provided whatever level of service they feel is appropriate.
They think they are entitled to hand outs from the government.
They think they are entitled to less taxes than the rest of the aviation industry (read private).
They think they are entitled to certain routes/gates/slots.
Best of all, they think they can be profitable selling airfares to the people that can least afford it.

Frankly, as a passenger, I am tired of the airlines telling me what they think I want. So far they are batting "0." Wanna be the best airline in the world? Prove it.....don't whine about how hard the market is. Notice in the article that they airlines failed to "deliver passengers with their luggage to a particular destination within a certain timeframe?" The response was "fuel is expensive." Uh.....fuel has nothing to do with poor service and poor scheduling. Airlines never take blame, they point the finger at someone else and whine. Sounds a lot like politicians.

I have run out of patience and sympathy for the airlines in aggregate.
 
Here's a big part of the problem...

But passengers also are not blameless, according to Fornell.

"They buy primarily on price, and very little else," he said. "The result of that is very low service and a business model of cost-cutting that really leaves no one happy, certainly not the businesses, the shareholders or the flying public."
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So many people want to pay $200 for a trans-con roundtrip ticket, free first class upgrade, and A-one service. I'm not exaggerating at all.
 
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