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Airline survey blames poor service for passengers' soaring dissatisfaction
It's the staff, stupid. That's the message from more than 19,000 air passengers surveyed by J.D. Power & Associates, a marketing information company in Westlake Village. In the company's 2008 North America Airline Satisfaction Study, released last week, it was people, not price, that sent the industry's scores skidding to their lowest levels in three years, said Linda Hirneise, executive director.
Among big network carriers, United Airlines took the biggest dive from last year's survey, tying with Northwest Airlines for last place in customer satisfaction. Alaska and Continental tied for the top network spot by improving their scores. And just like last year, JetBlue was No. 1 overall and among low-cost carriers. Info: www.jdpower.com/travel/articles/Heavy-Weather-Ahead
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