Customers prefer IRS to Domestic Airlines

[Lear70]

NEW YORK, May 15 (Reuters)

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Americans like the tax collector better than their airlines, according to a customer satisfaction survey released on Tuesday.
Weighed down by delays, grumpy employees and lost bags, U.S. airlines scored 63 out of a possible 100 on the University of Michigan's Customer Satisfaction Index. That is a touch below the 65 awarded to the bureaucracy-laden U.S. Internal Revenue Service.
The airlines' score -- down two points from last year -- was the lowest for the industry since 2001 and reflects growing dissatisfaction with the travel industry.
Hotels scored 71, falling four points to the lowest level since 2002, according to the survey.





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The university's American Customer Satisfaction Index surveys about 20,000 people every quarter by telephone, focusing on different industries each time.
The airlines' long struggle to return to profitability after a prolonged slump following the attacks of Sept. 11, 2001 may have led them to cut costs and service too far.
"The process took so much out of them -- they may have cut beyond the bone," said Claes Fornell, director of the University of Michigan's National Quality Research Center.
The poor performance from U.S. airlines may make it easier for newcomers such as Virgin American and Skybus to win over customers.
"It opens the door for new competition and they will have an easier time capturing this market," said Fornell.
UAL Corp.'s (UAUA.O: Quote, Profile , Research) United Airlines, which came out of bankruptcy last year, was at the bottom, falling 7 points to 56. Delta Air Lines Inc. (DAL.N: Quote, Profile , Research), which emerged from bankruptcy on April 30, was close behind, falling 5 points to 59.
No-frills discount carrier Southwest Airlines Co. (LUV.N: Quote, Profile , Research) led the industry with a score of 76, two points higher than the previous year.
While large companies in the airline sector scored poorer on the survey, big hotel companies fared a little better.

Marriott International Inc. (MAR.N: Quote, Profile , Research), the top U.S. hotel operator, increased its score 2 points to 79, while smaller chains dragged down the industry's overall score.
© Reuters 2007. All Rights Reserved.

While I don't necessarily agree with the whole Skybus easier entrace theory (their customer service - or lack thereof - is going to suck), an interesting viewpoint on one of the problems that plagues this industry.

 

[acarpe3448]

I just got through reading that article. I get so sick of hearing passengers complaining all the time! I think that due to the very nature of this business that it is impossible to have a large percentage of satisfied customers. First off, airports are huge! There is a great deal of walking from parking space, to the bus, to the check in lines, to the security area, to the trains or the long walk through a huge terminal all the while dragging your luggage, wife and complaining kids! It is not like a cab or limo dropping you at the front door of a hotel where an employeen opens your door, gathers your luggage and takes it directly to your room for a $10 tip! Face it there is a huge difference! Second point, airports are very busy places! Even at the very busiest times your hotels, restaraunts, theaters etc. do not have a very large group of people in front of you waiting for service! On the other hand, airports like ATL have tens of thousands of people checking in all day and night! Every passenger has multiple bags. Many people waiting for check in have two or three others waiting with them making the lines much, much longer! When the airlines experience a computer problem the waits can become much worse due to the sheer volume of customers. Your hotel can do a simple non computer check in, the resteraunt does not need the computer at all, theaters, car dealers, accounting offices, shopping centers, furniture stores, etc. etc. do not have the same requirments to check customers in before even moving on to the main reason they are there! Third, security at the airport is a necessary evil! It is very slow and back ups are unavoidable no matter where you are. Thdere is always going to be some fat woman who takes days to get her shoes off and back on, a security screener that takes two minutes to look at every single bag going through etc. etc. Forth, once the passenger makes it to the gate area they are going to be dealing with the large number of passengers again, never enough seats in the gate area and 10 people ahead of them at the gate wanting to change their seats on their return flights a week ahead of departure! Through into this experience, ATC delays, weather problems etc. etc. and you can see that it is going to be damn hard to find any industry that has to put their customers through so many hoops to get them what they want! Comparing the airlines to the IRS or any other industry on a flat "how satisfied were you" is a invalid test of satisfaction! Face it traveling sucks in the car or on United Airlines! I will always rank my satisfaction at Tavern on the Green higher than taking my family of four to Orlando!

 

[Full of LUV]

It's about setting expectations!

While I don't necessarily agree with the whole Skybus easier entrace theory (their customer service - or lack thereof - is going to suck), an interesting viewpoint on one of the problems that plagues this industry.

It's about setting expectations. SW tells you that you will get nothing but an honest attempt to get a tube of metal with a seat from point A to point B so when the food isn't bad, or you don't get a great assigned seat or access to first class, or shuttled through a hub, your happy with the results. The issue is that the majors try and say that they are a step above the rest with all the amenities and when you fail to deliver on any, it doesn't matter what you did right.

Skybus will have huge approvals when starting because there will be no connections to miss, no amenities that weren't paid for on the spot, and no one to complain to if you wanted to complain.

 

[Cobra]

Makes you wonder just who it was they polled for this survey. Sounds like it was a bunch of old jewish american princess's that wouldn't recognize a hard time if it fell on top of their coconuts.

All of us would sh$t can the IRS in a heartbeat versus flying on the crappiest airline planet-wide if it were a viable option.

 

[dtfl]

It's about setting expectations. SW tells you that you will get nothing but an honest attempt to get a tube of metal with a seat from point A to point B so when the food isn't bad, or you don't get a great assigned seat or access to first class, or shuttled through a hub, your happy with the results. The issue is that the majors try and say that they are a step above the rest with all the amenities and when you fail to deliver on any, it doesn't matter what you did right.

Skybus will have huge approvals when starting because there will be no connections to miss, no amenities that weren't paid for on the spot, and no one to complain to if you wanted to complain.

Wow...well said. Maybe all the airlines should be more forthcoming so the entire flying public would get a clue that it's not a perfect world.

 

[Dumb Pilot]

I get so sick of hearing passengers complaining all the time! I think that due to the very nature of this business that it is impossible to have a large percentage of satisfied customers

ANA
JAL
Cathay
SAL
Virgin
Quatar
Emirates
Air france
KLM
Finnair

The list goes on and on of airlines proving you wrong

 

[Full of LUV]

What????

ANA
JAL
Cathay
SAL
Virgin
Quatar
Emirates
Air france
KLM
Finnair

The list goes on and on of airlines proving you wrong

Wrong nothing, I flew KLM from Doha to LA last year and couldn't have been more uncomfortable had they tried. Granted, I was in the back and the only non turbine wearing westie on the whole damn 747 on the way to AMS. Really, number one advantage those airlines have is they can hire women FA's for their elegance and service with termination dates in their contract and without being SUED! Heck, I've even read that competing for a SAL FA spot is akin to a beauty / poise pagent which people all over Singapore send in their young daughters to compete in. If you win, you get 6 months of finishing school and 5YR CONTACT, at which time it is understood you will be replaced by a younger model. Just like 10% are offered another 5 years for management but even after that they are replaced. I love it when a SAL FA speaks to me and asks if I'm done with my warm nuts.

 

[Full of LUV]

Again it's expectations

Makes you wonder just who it was they polled for this survey. Sounds like it was a bunch of old jewish american princess's that wouldn't recognize a hard time if it fell on top of their coconuts.

All of us would sh$t can the IRS in a heartbeat versus flying on the crappiest airline planet-wide if it were a viable option.

IRS Expectation is to get an enema without the liquid. Yet most IRS inquiries are just a harmless letter asking for more info (unless you are cheating) so people think, oh that's not so bad.

SWA expectation is to get your ticket online and compete for a good seat on the day of travel. If you get a crappy seat, well they blame themselves. No food served, no complaint there. Used airport outside of major airport so if flight is canceled or delayed and SWA says sorry, there is no expectation of interline agreement, which is good because SWA / Jetblue don't swing that way.

Major, people want first class treatment for LCC prices. Want to ride in first class for free or on miles. Want food at least for sale if not for free, and if they offer food, they need to have 6 kinds of sandwiches and 6 different kinds of chips or the selection is "awful". Etc!
Ciao

 

[pianoman]

AIR FRANCE?! Dirties....planest....ever. Inside and out.

 

[Dumb Pilot]

women FA's for their elegance and service with termination dates in their contract and without being SUED!

I've heard all sort of stupid reasons as to why our aviation industry is in the tank and in other countries is doing very well. But I have to admit that "It is because we have old and ugly F/A's"?

Keep up the good work, you make the FI community proud