Customers Rank Delta in Top Three for Customer Satisfaction

[canyonblue]

But they don't mention that JetBlue and Southwest were #1 and #2. Need a little work General, 3rd place!


Wednesday March 16, 4:35 pm ET

- Airline receives high marks for reservation and check-in processes by J.D. Power and Associates


ATLANTA, March 16 /PRNewswire-FirstCall/ -- Thanks to Delta Air Lines' customers and employees, the Atlanta-based airline was ranked one of the top three major U.S. airlines for overall customer satisfaction in the J.D. Power and Associates 2005 Airline Satisfaction Index Study(SM). In a study that looked exclusively at domestic flights, Delta had the highest index score among global carriers.

"We are excited our customers recognize the efforts we're making to improve our customer service and provide a consistent, simplified and enjoyable travel experience," said Paul Matsen, Delta's chief marketing officer. "We have more to accomplish, but this honor is a direct result of the hard work, energy and commitment our employees demonstrate every day as we continue to transform our airline."

Delta's ongoing transformation is based on its commitment to customer satisfaction. Earlier this year, Delta introduced a new, customer-friendly fare structure called SimpliFares(TM), which offer low domestic fares with no Saturday night stay requirement and reduced most special service fees to $50. The airline also restructured its flight schedule in Atlanta to ensure more on-time arrivals and departures and simplified its SkyMiles® program, making it easier for members to qualify for Medallion® status.

The results of the J.D. Power and Associates study are based on responses from more than 2,600 passengers who flew on a major U.S. airline between May and October 2004. Overall customer satisfaction is measured based on performance in five factors (in order of importance): check-in/boarding/deplaning process; flight reservation/scheduling process; aircraft interior; in-flight amenities; and flight crew.

Delta received an overall satisfaction index score of 692 out of a possible 1,000 points - 28 points above the industry average. It received particularly high ratings for ease of making a reservation, courtesy/friendliness of reservation staff and speed of check-in process. The 2005 Airline Satisfaction Index Study has expanded to measure customer satisfaction of both business and leisure travelers with major U.S. carriers that earn at least $1 billion a year in passenger revenue. This is the first airline study conducted by J.D. Power and Associates since 2000.

 

[General Lee]

If Song were included, we would have had 1st and 4th. Not bad though.



Bye Bye--General Lee

 

[Eagleflip]

That's what I love about ya' General....You've got spirit!

 

[General Lee]

That's what I love about ya' General....You've got spirit!

Thanks man! I still can't believe our old stews hustled enough to get thrid on mainline!

Bye Bye--General Lee

 

[FNG320]

If Song were included, we would have had 1st and 4th. Not bad though.



Bye Bye--General Lee

General,
Don't you mean 3rd and 11th (or somewhere between 4 and 11th). It just means that everyone else (the other majors) were so low and mainline not as bad that song could pull mainline up to their level without dropping out of third.

But seriously, if Song, can't report its numbers serarately, then It doesn't exist as an airline. But hey, one of the top 3 is outstanding! However the press release should have mentioned who was 1 and 2.

FNG

 

[skykid]

However the press release should have mentioned who was 1 and 2.

Actually I'd say Delta's ranking is impressive. Delta has a huge international operation, employees in the 10,000s and lots of different kinds of aircraft. I'm a little more impressed with Delta than no 1 and 2 on the list.

 

[General Lee]

Actually I'd say Delta's ranking is impressive. Delta has a huge international operation, employees in the 10,000s and lots of different kinds of aircraft. I'm a little more impressed with Delta than no 1 and 2 on the list.

And, our stew age is about twice that of Southwest and Jetblue. Those grannies had to work their tails off.


FNG,

I don't know why Song wasn't included, but take it from me(someone who works on Song often and watches passenger reaction and stew participation) we would have hit #1 (for Song) and #4 (for mainline, who really was #3--get it?). Have a great day.


Bye Bye--General Lee

 

[kevdog]

Is there a conspiracy against Song or something? Where does it say they were left out or are they not considered a major carrier?

Song is ok, but that puke green color inside the plane has to go! Probably had something to do with not being #1.

I still think Continental has better service than Delta, sorry.

 

[rumrnr78]

Canyonblue- Just wait for the "Airline that get's to cherry pick it's route structure and not support a global network" category. Or, better yet, "SWA ranks #1 among passengers that use Walmart bags for luggage". Rum

 

[ivauir]

Canyonblue- Just wait for the "Airline that get's to cherry pick it's route structure and not support a global network" category. Or, better yet, "SWA ranks #1 among passengers that use Walmart bags for luggage". Rum

Also known as Airline with a viable business plan and airline that generates PROFIT categories.

 

[kevdog]

Hey, when Southwest starts buying Chinese airplanes, I might buy your Wal-mart comparison.

 

[wndshr]

Canyonblue- Just wait for the "Airline that get's to cherry pick it's route structure and not support a global network" category. Or, better yet, "SWA ranks #1 among passengers that use Walmart bags for luggage". Rum

Folks...don't get mad at the youngster here!!! he stilll has a lot to learn! keep building that time kid and hope for greener pastures along the way.

BTW...those walmart bag carrying passengers are paying the pilots that fly their airplane more than just about anyone in the industry.

think....think....and then think harder before you hit the "submit" button!