As the recession ripples through the nation, the airline industry is battling through one of its worst episodes since its inception, but that doesn’t mean we are happy campers with them, necessarily. According to the American Consumer Satisfaction Index (ACSI), the airline industry has plummeted even before the idea of service fees. Furthermore, the problems seem to center around issues at the airport counter, the baggage claim area and via telephone customer service. Sometimes, however, something does happen that is out of the ordinary. Let’s look into these cases.
There's the 2008 JetBlue case of customer, Gokhan Mutlu, who flew from San Diego to New York. His seat assignment was the lavatory. He sued JetBlue for $2 million dollars, but JetBlue gave Mutlu an offer and dismissed the case.
(Actually, it doesn’t say what was the offer, I looked in the New York civil records and it says the case was dismissed.)
http://www.nypost.com/seven/05132008/news/regionalnews/airline_sat_me_on_can_110626.htm
Another case comes courtesy from the Chicago Tribune from passenger Shannon Tadel who was coming back from Syracuse N.Y, and, unfortunately, her luggage was turned into a flambé.
Enjoy the article:
http://www.chicagotribune.com/travel/chi-tue-problem-0210-feb10-2,0,7331900.column
Customer Service from the airline industry last year plummeted around 1.5%, but from 1995 the decline in customer service overall was around 14%. This means that, unfortunately, customer service has deteriorated, and if customer service declines, a lot more complaints and lawsuits will ensue.
Here is the ACSI Quarterly report and score on the airline industry
http://www.theacsi.org/index.php?option=com_content&task=view&id=147&Itemid=155&i=Airlines
http://www.theacsi.org/index.php?option=com_content&task=view&id=179&Itemid=182
According to the ACSI Quarterly report and in the scores, Southwest airlines is still the king of the skies, taking under consideration that we’re facing the greatest recession in the history of mankind since the Great Depression.
Regardless, Southwest still is the only airline that doesn’t charge extra fees (baggage, blankets, non-alcoholic beverage among other things). Airline experts don’t know how long Southwest will continue this.
Irregardless, it is the only airline not imposing extra fees, so do you think that Southwest is going to be the winner of the skies or it will be just like the legacy airlines?
Do you have a preferred or loyal airline? If yes, what is your preferred airline? Why do you think it is a different airline from the rest? Do you have any hope that customer service of airline industry is going to restore to its glory days? Have you have any incidents with customer service of any particular airline? What is your opinion on the extra fees?
Alex says: The Aviation Industry has been suffering for quite awhile. Southwest airlines has maintained their standard and has picked up several thousands more passengers from other airlines. How they are going to maintain the standard, I don’t know. I hope that Southwest doesn’t change in any of its policies. If it does, I will be disappointed because it will finish an era where I didn’t have to pay for commodities.
I am going to be sincere; I got miles with American, Delta, and United. I got enrollment in JetBlue, Airtran, US Airways and with foreign airlines like British Airways. I lost my miles in United, which I tend to reactivate. It is hard to keep up with this. As for my preference, I really lean towards American, Delta and United because with the miles combined with the airlines I mentioned previously, I got about 45,000 miles, but I go where my pocket takes me like most people do. I don’t think each one I just mention got something special; the only difference is that Delta lets me choose my award flight starting at 20,000 miles, which in American or United are 30,000 and 25,000 respectively.
I don’t think the customer service overall is going to improve I think unfortunately that it will get worse before it gets better; you know this when you travel frequently. I have had some minor problems with American, but it was resolved because the baggage was in other airport. I think that maybe this administration is going to regulate the airline industry, but I believe in chasing a wild dream.
Nonetheless, if you feel as something must be done, write your senator or your representative. I know it’s a long shot, but it is worth a try. Let them feel the pain when they fly commercial flights as we do, instead of flying the government- owned C-32, C-37A or C-40 Clipper.
Lastly, I believe that if the airline industry doesn’t reform the customer service department, the airline industry is going to be in big trouble. What do you think?
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ReplyDeleteYou're asking the wrong lady here.
ReplyDeleteI hate flying. Always have. Always will. It's the post-9/11 security measures; the waiting in long lines that seemingly go nowhere; the sitting in a cramped box by someone who might have a bit of a flatulence problem, and -- these days -- the lack of FOOD in order to cut corners (not like airline food is haute cuisine or anything, but a sandwich would be nice from time to time).
In response to your final question, Alex, customer service is virtually nil EVERYWHERE. Because this is the norm, I doubt the airline industry will falter because of a lack of decent customer service standards. People will still need to get from A to Z and may choose one airline (Virgin Atlantic is my favorite, provided I'm going to Europe) over another, but the airline industry will not plummet. I think certain AIRLINES may do so though.
I think they will be the winner of the skies for awhile because the happier the customers are the more they will fly and I think Southwest arilenes knows that. I dont have a prefered airline. Just who ever gives me the cheapest price. I havent had any incidents with customer service of any particular airline. I dont like the extra fees. They are retarded. They are just making people pay extra so that they can make some money back that they have lost over the decline in clients.
ReplyDeleteI don't fly often enough to have a preferred airline, to be honest. The last time my family did go somewhere we flew Southwest because that's the airline we got the best deal on for the time when we were going. I think all the extra fees that are starting to get tacked on are completely ridiculous!
ReplyDeleteMs. Jennings you got one thing right about the airline industry in their mission to cut corners, and it is the lack of FOOD. The lack of food is in order unless you are in the First or Business section, and maybe you can get lucky on the meals in Economy class if it is a transatlantic or transpacific flights.
ReplyDeleteThe industry itself may not falter in itself, but if the people doesn't speak about the injustices and abuses of customer service, the airline industry will keep going on.
Apart from food, the industry needs to be more flexible in award travel section. The problem is that with booking that once-of-a-lifetime trip, their answer is that they haven't seats available, knowing is no where near full capacity. Isn't this something it needs to regulate? about the food service, Should the airlines extend the food service to the Economy class also?
Delta or Southwest are my preferred airlines. I really don't have anything against the other airlines, its just these are the 2 main airlines i've flown on since i was younger. I hope that customer service does return to how it was in its glory days, although i haven't really had a bad experience with an airline i can tell customer service is not what it used to be as far as being friendly and what not. The extra fees aren't that big of a deal to me, do i like to pay them? no, but with today's economy company's find anything to charge you on so to me its just a part of life.
ReplyDeleteI fly the cheapest I can grab. I've been to sites that got me from here to Kentucky for $60 round trip. As long as I can fly cheap, the "king of the air" role can be played by whomever wants it, in my opinion. I don't want my life ticketed away slowly by all these fees we have today. This bag weighs too much, this bag isnt carry one, sir you cant bring that on the plane. I was just fine griping about my $3 fee for taking MY $20 at an ATM, I say airline fees can be shoved yo uknow where.
ReplyDeleteI don't really have a preferred airline, since the majority of my family hates flying or gets very motion sick on planes(even though I like to fly and don't have either of those issues).
ReplyDeleteBut because the majority of the times I have flown it has been delta, and we usually change flights from a small plane in a large city like Atlanta onto a smaller plane to fly into the lovely (by that I mean barnlike) airport we fly into in rural southern Illinois. On one of these flights which was on an Air Hawaii plane (I know, bizarre) the flight attendant fell asleep, and during this time one of the men didn't have his little vomit bag and none of the other 10 people on the plane could find one...so as he got up to go to the bathroom he didn't make it and ended up throwing up on me! Honestly this was probably the MOST DISGUTING thing that has ever happened to me, and I feel the airline should have reinbursed my ticket or done something becuase their sleeping flight attendant should have passed out the air sick bags!
I think the cheapest airline will be the ruler of the skies because these days people are looking for any way they can to save money.
--Ashlyn
Nick Jackson says..... I dont have a favorite airline. I will usally take which ever airline has the cheapest ticket. I'm not to picky on the standerds of the company while flying within the country considering each flight on average is only about two and a half hours.As long as there is a seat, bathroom, and beer under $5 I cant complain. I aslo think this whole taxing everyone for each little nic nac is a little fustrating. Now flying across seas is a completly different story.
ReplyDeleteI love Jet blue and air tran because they are cheap and the air busses have tv with cable just like home. i never really had any problems with the employes. this lady and her kids got on my nerve on my way to california but other than that no problems.I think people are just in a general bad mood these days. I have a friend that is a flight attendent he said that they are cutting hours and pay so im sure thats the problem.
ReplyDeleteI agree. I like flying. But the customer service is a little lax. But a bigger problem is that the majority of people expect a standard of service that is not even possible. They expect perfection. No one on the face of the earth can come close to that.
ReplyDeleteImpatience is a huge issue. People just refuse to have to wait for anything. Now now now!! That's all the world wants! Everything right when they "need" it. And it is ridiculous! How hard is it to just be understanding and give someone a break? It is simple! And if you take the time to just chill out, and think about the other person, you might realize it's not too difficult to wait.
Another thing is that people are completely unthoughtful! No one cares about anyone else! Did you ever think that maybe, just maybe someone is has been having a terrible day? Do you ever stop to consider the possibilities of what could be causing the service to be a little below your ridiculous standard of perfection? Well, maybe you should! It is not hard to train yourself to be thoughtful. Just start thinking about someone other than yourself. It will go a long way! And you'll probably help that person by lifting their spirits; causing them to be able to help others better. Just makes everyone's day a little brighter! =)
Airlines are Airlines. All of them do the same thing. I don't have a favorite airline. Extra fees for little stuff in unessary. We as a people look for the best price and the greatest service.
ReplyDelete