Southwest Airlines
According to a survey in 2008, Southwest topped its rivals in voting for:
“best value; best customer service; best airfare prices; best routes and availability; most-reliable on-time service; best baggage service; best standard economy class; best value frequent-flier program and cleanest airline cabin.” Jet Blue and Continental both finished in the top three in the “best value” and “best customer service” categories.
In the most recent Vocal Laboratories Sector Pulse Airlines report, issued October 15th, Southwest Airlines leaped to the top of the customer service standings among the eight airlines evaluated. Southwest was the clear winner in customer service quality, earning an “A” ranking in both Caller Satisfaction and Call Completion, dramatically improving its scores from the last report, when they received a “B” in Caller Satisfaction and a “D” in Call Completion. Southwest’s satisfaction scores are among the highest across all industries, not just airlines.
Continental Airlines
Continental Airlines was named Best Domestic Airline and best for customer service by Executive Travel Magazine. Continental was also awarded ‘Best Airline for Flights to Mexico’. In addition, Continental was named the No. 2 “Best Domestic Airline for First Class Service” and No. 2 “Best Domestic Airline for Business Class Service,” as well as the No. 3 airline for airport lounges and for flights to Canada and the Caribbean.
Continental consistently earns awards and critical acclaim for both its operation and its corporate culture. For the fifth consecutive year, FORTUNE magazine named Continental the No. 1 World’s Most Admired Airline on its 2008 list of World’s Most Admired Companies. Continental Airlines also was named the “Best Airline in North America” at the 2008 OAG Airline of the Year Awards, for the fifth consecutive year.
Continental Airlines is the world’s fifth largest airline. With more than 45,000 employees, Continental has hubs serving New York, Houston, Cleveland and Guam, and together with Continental Express, carries approximately 69 million passengers per year.
Jet Blue
As of 2008, for the fourth consecutive year, Jet Blue ranks number one in J.D. Power and Associates annual Airline Satisfaction Survey. The carrier is also tops in the low-cost category for the third consecutive year. Alaska Airlines and Continental tied for the highest rank in the traditional network group. The study is based on responses from over 19,000 passengers. Jet Blue received the highest score possible in six of the seven areas measured in the study. Pet friendly Jet Blue Airways unveiled a new program named JetPaws, which is an exclusive new in-cabin program designed to provide pet owners with helpful Travel Pettiquette guidelines, which outline the social graces of jetting with small dogs and cats. Jet Blue is also America’s first and only airline to offer its own Customer Bill of Rights, with meaningful and specific compensation for customers inconvenienced by service disruptions within Jet Blue’s control. Jet Blue serves 51 cities with 600 daily flights. With Jet Blue, all seats are assigned, all travel is ticketless, all fares are one-way, and an overnight stay is never required.
