Airline Satisfaction

Except on Spirit Airlines where literally fights broke out (and there were arrests) in the Ft. Lauderdale terminal as people learned there were multiple cancellations. On the other hand, I'm really happy with Southwest, and always have been.

I have only been on one Southwest flight. A member of the flight personnel welcomed everyone on board by singing "Consider yourself at home, consider yourself part of the fam-i-ly" After that bit of unprofessional behaviour I worried about the pilot's credentials.

Part of the problem is mostly only the bad makes the news - millions of people fly uneventfully.

Norma,
That's part of Southwest's shtick...they don't take themselves too seriously and they're cheeky. It has no correlation with their safety, it's their marketing niche. That's what people love about 'em and that's what makes them stand out (that and no assigned seats, no change fees, and $0 cost for checking two bags - truly unique in the airline world). The flight attendants on Southwest genuinely seem to like their jobs unlike some of the dour grumps (flight attendants and passengers) I've seen on other airlines. In a commodity market, you gotta stand out.

I have flown Southwest hundreds of time over the years and find the flight attendants trying to be humorous to be relaxed, not unprofessional. Much better than the attitude of many other airline's flight attendants. Do I always enjoy their singing and other carrying on? No, especially when they have no talent for singing and think they do and sometimes I would prefer a quieter environment but it is what it is.

I agree with Mark. I used to fly SWA on a weekly basis and sometimes the flight attendants are a little too silly for my taste - but I would take them over most of the flight attendants working on the British Airways flights I've taken.

"Part of the problem is mostly only the bad makes the news - millions of people fly uneventfully."

So true! The old journalism adage of if it bleeds, it leads!

I fly the most on Southwest and United and have had good experiences with them. For Southwest, I always pay extra for early boarding. Their no checked bag fee is attractive and the planes have good legroom. I love that the flight attendants don't take themselves too seriously. Two complaints about United: 1. Their boarding process, usually boarding windows to aisles. This means there are always people in the aisles stowing stuff. Also the boarding groups break up families. I much prefer the back to front boarding process. 2. They ignore their own posted carry on policy; therefore, passengers abuse it and take oversize carry ons. When I get the surveys after the flights, I always mention these two things, but of course, I'm only one voice!!

I, for one, feel the airline customer satisfaction survey results are contrived. When an industry group sponsors a polling organization like JD Powers, the means (questions) are usually controlled in order to get the results the sponsor is looking for. I don't lend those stories much credence.

Air Canada, BA, Air France ...... none of their personnel feel obligated to entertain the passengers, nor do I want them to. Bring me my meals, bring me my wine, tell me when to buckle up, keep me safe and please do not sing, dance or tell silly jokes. I don't particularly care if they smile or not, just don't "entertain" me. We are not a bunch of restless children, we are adults wanting to get from Point A to Point B in an expeditious manner.

Norma-do not ever take a Virgin American flight! Their safety video is highly entertaining.

Looks like some passengers are not a good match for Southwest's unspoken no grumps policy....such is life. I like that Southwest passengers tend to self-select and many are good-natured, flexible, easy going people who also don't take everything super seriously...it makes the flights so much the better. To each his own. I think a bit of levity tends to lighten the pains and inconveniences of travel, so I welcome it.

Happy travels, then ......
.

Norma- then you must just hate West Jet. And whatever you do, DONT ever fly Air New Zealand! Heaven forbid that an airline try to inject a little lightheartedness in what has become an otherwise unpleasant and stressful endeavor. Especially if that entertaining approach makes people actually pay attention to what is being said, instead of tuning out the usual boring, monotone droning we have become accustomed to on Air Canada.

I usually give no credence to these kinds of surveys. As previously noted, the surveys are usually structured to give exactly the results that are desired.

By the same token, CJean, if you ever find yourself on Singapore Airlines, expect only dignified, excellent service by people who are not auditioning for a part in a Broadway musical or the Just For Laughs Festival in Montreal.

Norma,
I do understand your point, sincerely I do, but there is a huge price/expectations differential on a 5-star airline like Singapore/Ethihad/Emirates Airlines and a 3- or 4-star airline like Southwest (it's better to compete airlines within the same class, as opposed to across different classes). They simply have different ways of distinguishing themselves. Southwest is trying to distinguish itself in the budget airline space and, although it doesn't appeal to everyone, it does succeed on its prices, goofiness, and lack of conformity. Plus their lack seat assignment and boarding procedures (and free luggage checks) actually turn their planes over faster than other airlines - not exactly intuitive but that's another part of why they're so financially successful. Singapore Airlines, on the other hand, is like a grand dame and very high-class with great food and service to boot...they are two very different approaches. None is wrong, both are successful in their markets, and both appeal to their customers.

Who oh who will have the last word?

Agnes; you are correct. Its all about your values. Some people don't interact well for what ever reason and they are best in an airline that respects that. Some appreciate class systems where you want to be served by faceless lower class subordinates and that's good too. Me, I like people so I make an effort to meet the people along the way. My spouse taught me years ago to ask for names. A waiter or a waitress comes to the table and one of the first things I do is learn the name and then I refer to them by name. This treats them as equals and I am most comfortable with that. After all, the only difference is they and I have different jobs. Of course, I also demand they be good, excellent even, at what ever job they have. Nothing pisses me off more than when the silliness impacts the quality of the service. But that's a whole different issue. Last week one of the legs of my flight was overbooked (6 seats) and there was only one gate agent to deal with the mess and get everyone on board (almost everyone at least) and get the plane off on time. I wish that person worked for me. I'd be rich by now. Amazing grace, tact, humor, efficiency; all rolled into one person. No one got upset, no one was more than mildly inconvenienced. A machine or a subordinate couldn't have pulled that off. Delta by the way.

Don't confuse Southwest's relaxed attitude with a lack of ability to perform their job as well as any other airline's flight attendants or pilots.

I was on a Southwest flight that experienced extreme turbulence that was so bad it caused a flight attendant to fall and break her arm as well as injuring at least another dozen passengers. The singing, dancing, Vegas floor show attitude disappeared immediately and was all business checking the injured and providing first aid until the plane landed and the injured were removed. Then we were all thanked by the remaining attendants and the pilot apologized for the roughness of the flight as we left the plane. We also received a free flight credit from the airline as an apology for the experience.

So I guess it all depends on what you expect. If you are still looking for the complete 1960's flight experience including champagne and caviar I'm sure you could still find it on airlines like Singapore. I am just happy to be able to fly affordably in relatively comfortable seats which allows me to visit family multiple times during the year. IF a little "entertainment" is part of that, I can handle it.

What is a "faceless lower class subordinate"? I've yet to see any faceless flight attendants. I don't like to see any class systems on airlines (first class/"other" with the curtain in-between for not-so-subtle enforcement of status), that's why Southwest appeals to me.

I like Southwest, but to find their humor a bit off-putting. We only fly them when Alaska Airlines does not serve our desired destination.

We did have one unsettling experience with them ( Southwest): our plane had to wait at the gate after we all boarded for the cabin crew to transfer from another flight. They arrived breathless from running, quickly gave the safety demo, and belted themselves into the crew seats for takeoff. For some reason, one of them decided to "distribute" the snack packages by dumping them into the aisle so they would slide down past the seats as the plane climbed steeply. People could just grab what they wanted, in theory. We were in the very front row, so I did not see how it worked out, but I imagine most of the snacks ended up under seats, out of reach. Seemed very unprofessional.

Agnes; you and I don't see life that way, but there are some that do. I try and not judge. As for Southwest?, love them. Efficient, professional where it counts; human and real where it counts too. Been flying them since the days of the boots and shorts.

Still, I fly who ever is the least expensive and has the best connection. I'm just a common class guy who enjoys his peanuts and fizzy water. (although our man Jefferies does prefer that we fly the better airlines....)

Yes, Lola, that was unprofessional and not funny or entertaining. It even seems a bit dangerous as someone could get out of their seat and step on a package of snacks and slip and fall. I have yet to experience anything like that. IF I ever do, I definitely will be reporting that to the airline (any airline for that matter if the attendants do that!).

But at least the flight crew ran to get to your flight. I don't see that on any other US based airline I have flown in recent years when the crew has to transfer planes. They saunter up after having stopped for a coffee or snack along the way causing the flight to be even later since most airlines won't even allow boarding until the flight crew arrives.

I consider it a good flight if I am fed and watered with some regularity, with pleasant seatmates who do not smell or take up the arm rest the entire flight and if my suitcase arrives intact. I flew Southwest to Boise last year and did not see any kind of floor show or musical auditions; despite this lack of entertainment I considered it a good flight.

As my husband is an airline pilot I must respond. Must, if not all, of the events that have made it to the news are the result of passengers acting badly and not following published rules. If you don't want to follow the rules don't fly! The rules are not secrets kept by the TSA, FAA and the airlines. They are published for everyone to read. So many passengers think they don't have to follow the rules anymore just because they paid for a seat. It's a PRIVILEGE to fly and not a right. The airlines are doing their best with the bad situations they are presented when passengers misbehave. It's a fine line between customer service and safety. Remember that the flight you are one is not the only one for the flight attendants or the pilots. They may flight 3-5 flights in a day. Some airlines have longer duty days for flight attendants than pilots! That crew may have to deal with hundreds of passengers over a long day. One of the flight attendants on one of my husband's flights had a drunk passenger ask her to marry him. These poor folks deal will all sorts of people over several flights a day over 4-5 days straight. The flight attendants are there for your safety. They also clean up vomit bags ( and the stuff that doesn't make it to the bags), messes in the lavatory, people with no socks or shoes putting their feet on the seats, drunks, cat calls, harassment and all sorts of other things. They have even been been assaulted by criminals who have hidden in their hotel rooms when they have to stay over night away from home. They pay in not great either-think of teacher pay. I praise the flight attendants and pilots every time I fly. They spend a lot of time away from home and family. I believe the airlines do an outstanding job every day. To me they put themselves at risk every day from another terrorist incident or other catastrophic event. Sorry my two cents turned into 5 cents.

Tracy, obeying the rules and the laws has become an individually selective exercise in recent years. If you don't think its fair, you are exempt and if someone has a problem with that, then they are some sort of xxxxxophobe or Nazi. Its just our society.

James E makes an EXCELLENT point

Tracy, while I agree with most of what you said, I do take exception to the one statement you made about flying being a privilege and not a right. I think it is a privilege to be able to afford an airline ticket and purchase one. However, once that transaction has been made, I believe it is the ticket buyers RIGHT to expect to be able to fly on the flight for which he purchased the ticket. I can think of no other business that knowingly oversells its products and acts appalled if someone doesn't want to give up what he purchased, in this case, his seat. Would any reasonable person say, go to a car lot, purchase a car and after money has exchanged hands, be told that the car he purchased went to someone else and you must now wait for a new one to come in? Would you pay for groceries, only to be asked to give them back upon leaving the grocery store? I totally blame the airlines for the practice of overselling seats and then expecting passengers to calmly give up their seats. It's crazy. Of course, this is not the only issue the airlines deal with, but more and more people feel like abused cattle on flights.

Lisa---an airline ticket is not a "right" it is a contract for service. The terms and conditions state that they will take you from point A to B but they do not guarantee that it will be at a particular time. They have lots of wiggle room for bad weather, mechanical issues, schedule changes, etc. It is totally different from buying groceries or a car.

I realize I am in an extreme minority position here, but the guy got hurt because he failed to follow the directions of the police ... no other reason. Sure, I guess the police could have called in legal council, had a brief trial in the gate area to determine if United was within their rights to remove the guy, but he would have been entitled to council so that might have taken some time, then there is the discovery process.... etc. But I am sure they could have concluded it in a week or two.

I would be a little suspicious of the intent of the gentleman when he ran back on the plane. Its not rational behavior. Did he really believe at that point they wete going to let him stay on the plane? I guess the police could have gotten a drug and bomb sniffing dog and a psychiatrist to check him at his seat and if cleared, and pending the trial in the gate area ....

Sure, if United had no legal right to throw him off he has grounds for civil action, but he first should spend a few days in jail for disobeying a police officer. They have enough to deal with without having to put up with that.

United paying the guy millions wasn't a concession of guilt, neither were the words of their president. They are just trying to maneuver their business through a corrupt world of professional victims.

But if the rest of the world is right and I am wrong then in the future when those flashing lights come on behind me, if I feel I am in the right, then I guess I ignore them and sue someone if my actions get me hurt.