Customer Satisfaction HIts The Rock Bottom
US Airways at the bottom of airline customer satisfaction survey
US Airways Group Inc. ranks dead last in a new customer satisfaction survey of airlines.
According to the annual American Customer Satisfaction Index by the University of Michigan, the Tempe, Ariz.-based airline's satisfaction number dropped significantly from last year. And the airline it may soon merge with - United Airlines - ranked second to last on the list.
Overall, customers gave airlines the worst grades since 2001 as the industry's scores fell for the third straight year.
Continental Airlines and US Airways registered the biggest declines from 2007, both experiencing double-digit percentage drops.
Dallas-based Southwest Airlines had the best ranking on the list for the 15th consecutive year.
US Airways is the leading carrier at Pittsburgh International Airport, handling about 68 daily flights.
bizjournals.com
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I traveled with my family from New Jersey to Tampa on april 23rd and returned to New Jersey EWR Airport on Continental Airline.
We had the worst experience at Continental Check-in counters at Tampa.I was traveling with my son ,my niece with an infant and a 3 year old.As my son and self were connecting back to India we had 2 bags each and my neice had one bag and 2 car seats.
When we tried to self check in we were facing problems with the baggage tags there was no one to assist and the staff at the counters inspite of seeing us struggle to check in and even after requesting for help just continued to ignore us and said to try again they were talking among themselves as if we were illiterate fools..Finally after trying for almost half an hour one of the older staff whom we approached (I think she was of duty) tried to help us and realised there was a problem with the system and requested the on duty supervisor to help us .The supervisor was most unhelpful and loudly started passing remarks saying there is a lady there with six bags and much reluctantly helped us check in through another system and behaved as if she was doing us a big favour.
And asked to rush or else we will miss the flight.It was a real traumatic experience as we had to literally run with 2 strollers take the train to the terminal and going through the security check.
We were stopped at boarding point saying they are over booked and one of us had to stay back which was not possible as we were travelling with the kids I stayed back and finally manaqged to get on the flight
It was the most traumatic and worst travelling experience in my life so much so that even after almost 2 months even thinking about the whole episode upsets me. After my return my friends ,members of five related families (17 of them) were travelling to US and within USA on a tour I tried and disuaded from ever taking Continental flights and convinced them to try Delta and even JET blue.
After being used to the customer service of private Airlines in India the experience of Continental ground service was a night mare.
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