Northwest ranked last in customer satisfaction
Mar 15th 2005, 5:25 pm
#1
Guest
Posts: n/a
Northwest ranked last in customer satisfaction
Northwest ranked last in customer satisfaction
ROMULUS, Mich. (AP) - Northwest Airlines ranked last in overall
airline customer satisfaction among major U.S. air carriers, according
to an annual study by J.D. Power and Associates.
JetBlue Airways came in first in the study, based on responses from
about 2,600 passengers who flew on a major U.S. airline between May
and October 2004. J.D. Power released the results Monday.
Overall customer satisfaction is measured based on performance in five
factors:
- Check-in, boarding and deplaning.
- Flight reservation and scheduling.
- Aircraft interior.
- In-flight amenities.
- Flight crew.
"Dissatisfaction with a lack of amenities is an area the industry
needs to keep a close eye on as more carriers reduce their offerings
in favor of lower operating costs," Linda Hirneise, partner and
executive director of travel industry research at J.D. Power and
Associates, said in a news release. "However, what we're seeing in
low-cost carriers like JetBlue and Southwest is that airlines offering
a consistent travel experience and that listen to what's most
important to passengers are proving to be very successful."
Eagan, Minn.-based Northwest is Michigan's leading passenger air
carrier and handles about 75% of the passenger traffic at Detroit
Metropolitan Airport.
"Customer satisfaction is very important to Northwest, and we are
continuing to work to provide the service all of our customers deserve
and expect," the company said in a statement to the Detroit Free
Press.
Northwest told The Detroit News that the survey doesn't take into
account important factors such as on-time performance.
The J.D. Power study gave Northwest a rating of 618 out of a possible
1,000 points. America West had a rating of 623, United Airlines 637
and American Airlines 647.
The average for all airlines studied was 664 points, J.D. Power said.
JetBlue rated 783 points, followed by Southwest Airlines at 702, Delta
Air Lines at 692, Alaska Airlines at 673, Air Tran Airways at 672 and
Continental at 668.
ROMULUS, Mich. (AP) - Northwest Airlines ranked last in overall
airline customer satisfaction among major U.S. air carriers, according
to an annual study by J.D. Power and Associates.
JetBlue Airways came in first in the study, based on responses from
about 2,600 passengers who flew on a major U.S. airline between May
and October 2004. J.D. Power released the results Monday.
Overall customer satisfaction is measured based on performance in five
factors:
- Check-in, boarding and deplaning.
- Flight reservation and scheduling.
- Aircraft interior.
- In-flight amenities.
- Flight crew.
"Dissatisfaction with a lack of amenities is an area the industry
needs to keep a close eye on as more carriers reduce their offerings
in favor of lower operating costs," Linda Hirneise, partner and
executive director of travel industry research at J.D. Power and
Associates, said in a news release. "However, what we're seeing in
low-cost carriers like JetBlue and Southwest is that airlines offering
a consistent travel experience and that listen to what's most
important to passengers are proving to be very successful."
Eagan, Minn.-based Northwest is Michigan's leading passenger air
carrier and handles about 75% of the passenger traffic at Detroit
Metropolitan Airport.
"Customer satisfaction is very important to Northwest, and we are
continuing to work to provide the service all of our customers deserve
and expect," the company said in a statement to the Detroit Free
Press.
Northwest told The Detroit News that the survey doesn't take into
account important factors such as on-time performance.
The J.D. Power study gave Northwest a rating of 618 out of a possible
1,000 points. America West had a rating of 623, United Airlines 637
and American Airlines 647.
The average for all airlines studied was 664 points, J.D. Power said.
JetBlue rated 783 points, followed by Southwest Airlines at 702, Delta
Air Lines at 692, Alaska Airlines at 673, Air Tran Airways at 672 and
Continental at 668.
Mar 15th 2005, 5:53 pm
#2
Guest
Posts: n/a
Re: Northwest ranked last in customer satisfaction
Read & Post reviews on ALL of these airlines (and more) at
www.airline-reviews.com.
ALL contributions welcomed - Amazon style reviews - No registration
necessary.
www.airline-reviews.com.
ALL contributions welcomed - Amazon style reviews - No registration
necessary.
Mar 15th 2005, 6:44 pm
#3
Guest
Posts: n/a
Re: Northwest ranked last in customer satisfaction
n,e,w,s wrote:
> Northwest ranked last in customer satisfaction
> ROMULUS, Mich. (AP) - Northwest Airlines ranked last in overall
> airline customer satisfaction among major U.S. air carriers,
according
> to an annual study by J.D. Power and Associates.
Last? I'm surprise it ranked that high.
> Northwest ranked last in customer satisfaction
> ROMULUS, Mich. (AP) - Northwest Airlines ranked last in overall
> airline customer satisfaction among major U.S. air carriers,
according
> to an annual study by J.D. Power and Associates.
Last? I'm surprise it ranked that high.
Mar 15th 2005, 7:22 pm
#4
Guest
Posts: n/a
Re: Northwest ranked last in customer satisfaction
n,e,w,s <[email protected]> wrote:
> ROMULUS, Mich. (AP) - Northwest Airlines ranked last in overall
> airline customer satisfaction among major U.S. air carriers, according
> to an annual study by J.D. Power and Associates.
> . . .
> "Dissatisfaction with a lack of amenities is an area the industry
> needs to keep a close eye on as more carriers reduce their offerings
> in favor of lower operating costs," Linda Hirneise, partner and
> executive director of travel industry research at J.D. Power and
> Associates, said in a news release. "However, what we're seeing in
> low-cost carriers like JetBlue and Southwest is that airlines offering
> a consistent travel experience and that listen to what's most
> important to passengers are proving to be very successful."
I rather like Northwest most of the time. You have to make sure to choose
their new planes if you want amenities; the IFE on the new airbuses is
actually very good (video on demand etc.).
The worst thing is if you don't pay attention and get stuck on a flight
operated by KLM. There's no more rude awakening than walking down the jetway
and catching a glimpse of that blue paint through the window. It means
you're in for a miserable flight.
miguel
--
Hit The Road! Photos from 35 countries on 5 continents: http://travel.u.nu
Latest photos: Malaysia, Israel, Palestine, Austria, Thailand
> ROMULUS, Mich. (AP) - Northwest Airlines ranked last in overall
> airline customer satisfaction among major U.S. air carriers, according
> to an annual study by J.D. Power and Associates.
> . . .
> "Dissatisfaction with a lack of amenities is an area the industry
> needs to keep a close eye on as more carriers reduce their offerings
> in favor of lower operating costs," Linda Hirneise, partner and
> executive director of travel industry research at J.D. Power and
> Associates, said in a news release. "However, what we're seeing in
> low-cost carriers like JetBlue and Southwest is that airlines offering
> a consistent travel experience and that listen to what's most
> important to passengers are proving to be very successful."
I rather like Northwest most of the time. You have to make sure to choose
their new planes if you want amenities; the IFE on the new airbuses is
actually very good (video on demand etc.).
The worst thing is if you don't pay attention and get stuck on a flight
operated by KLM. There's no more rude awakening than walking down the jetway
and catching a glimpse of that blue paint through the window. It means
you're in for a miserable flight.
miguel
--
Hit The Road! Photos from 35 countries on 5 continents: http://travel.u.nu
Latest photos: Malaysia, Israel, Palestine, Austria, Thailand
Mar 16th 2005, 12:05 pm
#5
Guest
Posts: n/a
Re: Northwest ranked last in customer satisfaction
Wow, I have no problems with Northwest.
I was sure it would have been Southwest (assuming they are not the same
company).
On that show AIRLINE, they are always looking for reasons to upset people.
"n,e,w,s" <[email protected]> wrote in message
news:gt9e31hb8sm7kd9cfv4eq412a7j33t8j1c@news...
> Northwest ranked last in customer satisfaction
> ROMULUS, Mich. (AP) - Northwest Airlines ranked last in overall
> airline customer satisfaction among major U.S. air carriers, according
> to an annual study by J.D. Power and Associates.
> JetBlue Airways came in first in the study, based on responses from
> about 2,600 passengers who flew on a major U.S. airline between May
> and October 2004. J.D. Power released the results Monday.
> Overall customer satisfaction is measured based on performance in five
> factors:
> - Check-in, boarding and deplaning.
> - Flight reservation and scheduling.
> - Aircraft interior.
> - In-flight amenities.
> - Flight crew.
> "Dissatisfaction with a lack of amenities is an area the industry
> needs to keep a close eye on as more carriers reduce their offerings
> in favor of lower operating costs," Linda Hirneise, partner and
> executive director of travel industry research at J.D. Power and
> Associates, said in a news release. "However, what we're seeing in
> low-cost carriers like JetBlue and Southwest is that airlines offering
> a consistent travel experience and that listen to what's most
> important to passengers are proving to be very successful."
> Eagan, Minn.-based Northwest is Michigan's leading passenger air
> carrier and handles about 75% of the passenger traffic at Detroit
> Metropolitan Airport.
> "Customer satisfaction is very important to Northwest, and we are
> continuing to work to provide the service all of our customers deserve
> and expect," the company said in a statement to the Detroit Free
> Press.
> Northwest told The Detroit News that the survey doesn't take into
> account important factors such as on-time performance.
> The J.D. Power study gave Northwest a rating of 618 out of a possible
> 1,000 points. America West had a rating of 623, United Airlines 637
> and American Airlines 647.
> The average for all airlines studied was 664 points, J.D. Power said.
> JetBlue rated 783 points, followed by Southwest Airlines at 702, Delta
> Air Lines at 692, Alaska Airlines at 673, Air Tran Airways at 672 and
> Continental at 668.
I was sure it would have been Southwest (assuming they are not the same
company).
On that show AIRLINE, they are always looking for reasons to upset people.
"n,e,w,s" <[email protected]> wrote in message
news:gt9e31hb8sm7kd9cfv4eq412a7j33t8j1c@news...
> Northwest ranked last in customer satisfaction
> ROMULUS, Mich. (AP) - Northwest Airlines ranked last in overall
> airline customer satisfaction among major U.S. air carriers, according
> to an annual study by J.D. Power and Associates.
> JetBlue Airways came in first in the study, based on responses from
> about 2,600 passengers who flew on a major U.S. airline between May
> and October 2004. J.D. Power released the results Monday.
> Overall customer satisfaction is measured based on performance in five
> factors:
> - Check-in, boarding and deplaning.
> - Flight reservation and scheduling.
> - Aircraft interior.
> - In-flight amenities.
> - Flight crew.
> "Dissatisfaction with a lack of amenities is an area the industry
> needs to keep a close eye on as more carriers reduce their offerings
> in favor of lower operating costs," Linda Hirneise, partner and
> executive director of travel industry research at J.D. Power and
> Associates, said in a news release. "However, what we're seeing in
> low-cost carriers like JetBlue and Southwest is that airlines offering
> a consistent travel experience and that listen to what's most
> important to passengers are proving to be very successful."
> Eagan, Minn.-based Northwest is Michigan's leading passenger air
> carrier and handles about 75% of the passenger traffic at Detroit
> Metropolitan Airport.
> "Customer satisfaction is very important to Northwest, and we are
> continuing to work to provide the service all of our customers deserve
> and expect," the company said in a statement to the Detroit Free
> Press.
> Northwest told The Detroit News that the survey doesn't take into
> account important factors such as on-time performance.
> The J.D. Power study gave Northwest a rating of 618 out of a possible
> 1,000 points. America West had a rating of 623, United Airlines 637
> and American Airlines 647.
> The average for all airlines studied was 664 points, J.D. Power said.
> JetBlue rated 783 points, followed by Southwest Airlines at 702, Delta
> Air Lines at 692, Alaska Airlines at 673, Air Tran Airways at 672 and
> Continental at 668.
Mar 16th 2005, 12:32 pm
#6
Guest
Posts: n/a
Re: Northwest ranked last in customer satisfaction
n,e,w,s wrote:
> Northwest ranked last in customer satisfaction
> ROMULUS, Mich. (AP) - Northwest Airlines ranked last in overall
> airline customer satisfaction among major U.S. air carriers,
according
> to an annual study by J.D. Power and Associates.
It doesn't help that a major NW hub is Detroit Metro airport, which
absolutely blows.
> Northwest ranked last in customer satisfaction
> ROMULUS, Mich. (AP) - Northwest Airlines ranked last in overall
> airline customer satisfaction among major U.S. air carriers,
according
> to an annual study by J.D. Power and Associates.
It doesn't help that a major NW hub is Detroit Metro airport, which
absolutely blows.
Mar 16th 2005, 5:08 pm
#7
Guest
Posts: n/a
Re: Northwest ranked last in customer satisfaction
stevefrench wrote:
> Wow, I have no problems with Northwest.
> I was sure it would have been Southwest (assuming they are not the
same
> company).
> On that show AIRLINE, they are always looking for reasons to upset
people.
Actually, Southwest came in second only to JetBlue. It always does
well in these customer satisfaction surveys. Don't believe everything
you see on TV.
Here's a cite for the survey:
http://www.smartertravel.com/advice/...ce.php?id=8536
Ed
> Wow, I have no problems with Northwest.
> I was sure it would have been Southwest (assuming they are not the
same
> company).
> On that show AIRLINE, they are always looking for reasons to upset
people.
Actually, Southwest came in second only to JetBlue. It always does
well in these customer satisfaction surveys. Don't believe everything
you see on TV.
Here's a cite for the survey:
http://www.smartertravel.com/advice/...ce.php?id=8536
Ed
Mar 16th 2005, 6:51 pm
#8
Guest
Posts: n/a
Re: Northwest ranked last in customer satisfaction
"Ed" <[email protected]> wrote in message
news:[email protected] oups.com...
> stevefrench wrote:
>> Wow, I have no problems with Northwest.
>> I was sure it would have been Southwest (assuming they are not the
> same
>> company).
>> On that show AIRLINE, they are always looking for reasons to upset
> people.
> Actually, Southwest came in second only to JetBlue. It always does
> well in these customer satisfaction surveys. Don't believe everything
> you see on TV.
That's a function of expectations - Southwest has done a great job of
promising very little; when people get what they expect, they're generally
satisfied. With any of the "legacy" carriers these days, you get no more
than the LCC's (and sometimes less), with greater expectations, leading to a
lack of satisfaction.
Jeff
> Here's a cite for the survey:
> http://www.smartertravel.com/advice/...ce.php?id=8536
> Ed
>
news:[email protected] oups.com...
> stevefrench wrote:
>> Wow, I have no problems with Northwest.
>> I was sure it would have been Southwest (assuming they are not the
> same
>> company).
>> On that show AIRLINE, they are always looking for reasons to upset
> people.
> Actually, Southwest came in second only to JetBlue. It always does
> well in these customer satisfaction surveys. Don't believe everything
> you see on TV.
That's a function of expectations - Southwest has done a great job of
promising very little; when people get what they expect, they're generally
satisfied. With any of the "legacy" carriers these days, you get no more
than the LCC's (and sometimes less), with greater expectations, leading to a
lack of satisfaction.
Jeff
> Here's a cite for the survey:
> http://www.smartertravel.com/advice/...ce.php?id=8536
> Ed
>
Mar 16th 2005, 7:01 pm
#9
Guest
Posts: n/a
Re: Northwest ranked last in customer satisfaction
Jeff Hacker wrote:
> "Ed" <[email protected]> wrote in message
> news:[email protected] oups.com...
> >
> > stevefrench wrote:
> >> Wow, I have no problems with Northwest.
> >> I was sure it would have been Southwest (assuming they are not the
> > same
> >> company).
> >>
> >> On that show AIRLINE, they are always looking for reasons to upset
> > people.
> >
> > Actually, Southwest came in second only to JetBlue. It always does
> > well in these customer satisfaction surveys. Don't believe
everything
> > you see on TV.
> That's a function of expectations - Southwest has done a great job of
> promising very little; when people get what they expect, they're
generally
> satisfied. With any of the "legacy" carriers these days, you get no
more
> than the LCC's (and sometimes less), with greater expectations,
leading to a
> lack of satisfaction.
> Jeff
Oh, I don't disagree with you. I'm just pointing out that, contrary to
what stevefrench expected, Southwest doesn't typically come last in
customer satisfaction surveys. It usually comes close to the top. For
various reasons, of which yours are some.
Ed
> >
> > Here's a cite for the survey:
> >
> > http://www.smartertravel.com/advice/...ce.php?id=8536
> >
> > Ed
> >
> "Ed" <[email protected]> wrote in message
> news:[email protected] oups.com...
> >
> > stevefrench wrote:
> >> Wow, I have no problems with Northwest.
> >> I was sure it would have been Southwest (assuming they are not the
> > same
> >> company).
> >>
> >> On that show AIRLINE, they are always looking for reasons to upset
> > people.
> >
> > Actually, Southwest came in second only to JetBlue. It always does
> > well in these customer satisfaction surveys. Don't believe
everything
> > you see on TV.
> That's a function of expectations - Southwest has done a great job of
> promising very little; when people get what they expect, they're
generally
> satisfied. With any of the "legacy" carriers these days, you get no
more
> than the LCC's (and sometimes less), with greater expectations,
leading to a
> lack of satisfaction.
> Jeff
Oh, I don't disagree with you. I'm just pointing out that, contrary to
what stevefrench expected, Southwest doesn't typically come last in
customer satisfaction surveys. It usually comes close to the top. For
various reasons, of which yours are some.
Ed
> >
> > Here's a cite for the survey:
> >
> > http://www.smartertravel.com/advice/...ce.php?id=8536
> >
> > Ed
> >
Mar 16th 2005, 7:05 pm
#10
Guest
Posts: n/a
Re: Northwest ranked last in customer satisfaction
"Tchiowa" <[email protected]> wrote in news:1110915856.019009.81890
@f14g2000cwb.googlegroups.com:
> Last? I'm surprise it ranked that high.
I always found that Northwest had nasty toilets... The flight attendents
never seem to clean them!
Asian airlines surprisingly had clean toilets... such as Korean Air.
--
Lucas Tam ([email protected])
Please delete "REMOVE" from the e-mail address when replying.
http://members.ebay.com/aboutme/coolspot18/
@f14g2000cwb.googlegroups.com:
> Last? I'm surprise it ranked that high.
I always found that Northwest had nasty toilets... The flight attendents
never seem to clean them!
Asian airlines surprisingly had clean toilets... such as Korean Air.
--
Lucas Tam ([email protected])
Please delete "REMOVE" from the e-mail address when replying.
http://members.ebay.com/aboutme/coolspot18/
Mar 16th 2005, 7:29 pm
#11
Guest
Posts: n/a
Re: Northwest ranked last in customer satisfaction
Larry Bud wrote:
> n,e,w,s wrote:
> > Northwest ranked last in customer satisfaction
> >
> > ROMULUS, Mich. (AP) - Northwest Airlines ranked last in overall
> > airline customer satisfaction among major U.S. air carriers,
> according
> > to an annual study by J.D. Power and Associates.
> It doesn't help that a major NW hub is Detroit Metro airport, which
> absolutely blows.
Have you been to Detroit since they opened the new terminal for
Northwest? That was around 2001 or 2002. It's actually quite nice.
Ed
> n,e,w,s wrote:
> > Northwest ranked last in customer satisfaction
> >
> > ROMULUS, Mich. (AP) - Northwest Airlines ranked last in overall
> > airline customer satisfaction among major U.S. air carriers,
> according
> > to an annual study by J.D. Power and Associates.
> It doesn't help that a major NW hub is Detroit Metro airport, which
> absolutely blows.
Have you been to Detroit since they opened the new terminal for
Northwest? That was around 2001 or 2002. It's actually quite nice.
Ed
Mar 17th 2005, 2:32 am
#12
Guest
Posts: n/a
Re: Northwest ranked last in customer satisfaction
n,e,w,s wrote:
> Northwest ranked last in customer satisfaction
I'm not surprised! (I long ago decided never to fly them
again if there is a halfway viable alternative.)
> Northwest ranked last in customer satisfaction
I'm not surprised! (I long ago decided never to fly them
again if there is a halfway viable alternative.)
Mar 17th 2005, 3:22 pm
#13
Guest
Posts: n/a
Re: Northwest ranked last in customer satisfaction
Ed wrote:
> Larry Bud wrote:
> > n,e,w,s wrote:
> > > Northwest ranked last in customer satisfaction
> > >
> > > ROMULUS, Mich. (AP) - Northwest Airlines ranked last in overall
> > > airline customer satisfaction among major U.S. air carriers,
> > according
> > > to an annual study by J.D. Power and Associates.
> >
> > It doesn't help that a major NW hub is Detroit Metro airport, which
> > absolutely blows.
> Have you been to Detroit since they opened the new terminal for
> Northwest? That was around 2001 or 2002. It's actually quite nice.
Yes, I live here.
> Larry Bud wrote:
> > n,e,w,s wrote:
> > > Northwest ranked last in customer satisfaction
> > >
> > > ROMULUS, Mich. (AP) - Northwest Airlines ranked last in overall
> > > airline customer satisfaction among major U.S. air carriers,
> > according
> > > to an annual study by J.D. Power and Associates.
> >
> > It doesn't help that a major NW hub is Detroit Metro airport, which
> > absolutely blows.
> Have you been to Detroit since they opened the new terminal for
> Northwest? That was around 2001 or 2002. It's actually quite nice.
Yes, I live here.
Mar 17th 2005, 3:54 pm
#14
Guest
Posts: n/a
Re: Northwest ranked last in customer satisfaction
For indepth customer feedback on Northwest experiences, go to:
http://www.airlinequality.com/Forum/n_west.htm
http://www.airlinequality.com/Forum/n_west.htm
Mar 17th 2005, 6:39 pm
#15
Guest
Posts: n/a
Re: Northwest ranked last in customer satisfaction
Hi,
Everyones experience varies, I have flown in almost all airlines
atleast once I can say. I like the northwest's cutrate fare, I always
books my family and inlaws tickets in nwa since I can save on tickets.
For the fair, I wont mind their flight service being on the down side,
as long as I can arrive on time.
I like to fly in a cheap airline anticipating their poor service than
buying an expensive ticket and treated badly on the so called "best"
airlines.
Sam
Ed wrote:
> stevefrench wrote:
> > Wow, I have no problems with Northwest.
> > I was sure it would have been Southwest (assuming they are not the
> same
> > company).
> >
> > On that show AIRLINE, they are always looking for reasons to upset
> people.
> Actually, Southwest came in second only to JetBlue. It always does
> well in these customer satisfaction surveys. Don't believe
everything
> you see on TV.
> Here's a cite for the survey:
> http://www.smartertravel.com/advice/...ce.php?id=8536
>
> Ed
Everyones experience varies, I have flown in almost all airlines
atleast once I can say. I like the northwest's cutrate fare, I always
books my family and inlaws tickets in nwa since I can save on tickets.
For the fair, I wont mind their flight service being on the down side,
as long as I can arrive on time.
I like to fly in a cheap airline anticipating their poor service than
buying an expensive ticket and treated badly on the so called "best"
airlines.
Sam
Ed wrote:
> stevefrench wrote:
> > Wow, I have no problems with Northwest.
> > I was sure it would have been Southwest (assuming they are not the
> same
> > company).
> >
> > On that show AIRLINE, they are always looking for reasons to upset
> people.
> Actually, Southwest came in second only to JetBlue. It always does
> well in these customer satisfaction surveys. Don't believe
everything
> you see on TV.
> Here's a cite for the survey:
> http://www.smartertravel.com/advice/...ce.php?id=8536
>
> Ed