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CNN Reports On Airlines
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To: AIRLINE@LISTSERV.CUNY.EDU <AIRLINE@LISTSERV.CUNY.EDU>
Date: Tuesday, April 20, 1999 8:09 AM
Subject: Overall Ratings Down For All Airlines
Morning Again!
Didn't know if anyone had seen this yet.
Cheers,
Tyler
Survey: US Airways leads
U.S. airlines in quality
April 19, 1999
Web posted at: 4:45 p.m. EDT (2045 GMT)
(CNN) -- In the ninth annual survey of United States airline quality, US Airways has placed first after finishing last just one year ago.
Researchers from Wichita State University in Kansas and the University of Nebraska at Omaha evaluated the 10 major U.S. airlines on what consumers say matters most: on-time performance; denied boardings; mishandled luggage; and passenger complaints.
In the 1998 survey results released Monday, US Airways flies to the top of the list, followed in descending order of survey respondents' approval by Continental, American, Delta, Southwest, America West, TWA, Alaska, Northwest and United.
"If you leave on time, if the airline leaves on time, your bags get there with you, and they were relatively pleasant in the process of getting you there, that's performance," says Dean Headley, associate professor of marketing at Wichita State.
US Airways cinched its rating of best in overall performance for the past year by improving incidents of mishandled bags and denied boarding or bumping of passengers.
"I think this is good news for US Airways, (which is) really under attack from airlines like Southwest in the Northeast," Chris McGinnis of Travel Skills Group says. "If, in fact, a consumer does have a choice when they see a ranking like this, they may want to choose US Airways."
Researchers say Southwest, which had been ranked first for the past three years, lost some of its luster because of mishandled baggage.
But declining performance seems to be an overall trend. All 10 airlines scored lower in 1998 than in 1997.
The study's impact may grow along with consumer dissatisfaction.
"Airline customer service is really part of the national psyche at the moment," says McGinnis.
But others say rankings are a dime a dozen. The J.D. Power survey, another airline customer satisfaction poll, is due out soon.
SURVEY RANKING
1. US Airways
2. Continental Airlines
3. American Airlines
4. Delta Air Lines
5. Southwest Airlines
6. America West Airlines
7. TWA
8. Alaska Airlines
9. Northwest Airlines
10. United Airlines
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