Consumers rate the airlines
A US Airways jet airplane is seen taxiing on a runway at New York's LaGuardia Airport. Credit: Newsday, 2006 / Robert Mecea
Uncomfortable seats and excessive fees are the top gripes of air travelers, and a reason many said they are flying less, according to a new customer survey by Consumer Reports.
US Airways was at the bottom of the Consumer Reports rankings, based on responses from 14,861 subscribers taken between January 2010 and January 2011. The survey covered 29,720 domestic round-trip flights.
"Our results tell a different story," said US Airways spokesman Todd Lehmacher. He noted the airline has seen a 70 percent improvement in baggage handling and a 51 percent improvement in customer satisfaction, based on federal Transportation Department statistics since 2007. "In 2010, we were ranked No. 1 amongst our peers in baggage delivery."
In a separate report issued by the U.S. Transportation Department, US Airways fared better -- ranking second in on-time arrivals, first in baggage performance and second in customer satisfaction among five major airlines.
RANKING THE SKIES
Airlines were scored by Consumer Reports readers based on overall satisfaction, check-in ease, cabin-crew service, cabin cleanliness, baggage handling, seating comfort and in-flight entertainment. Consumer Reports also asked questions about the extra fees for checked bags, choice seats and pillows and blankets.
Southwest was the only airline to receive top marks for check-in ease and cabin-crew service, earning accolades for cabin cleanliness and baggage handling. (The survey was conducted before Southwest's problems in April with cracks in several of its Boeing 737 planes.)
JetBlue was the only airline to earn top scores for in-flight entertainment -- its seat-back television screens offer passengers 36 channels.
Eight of the 10 major airlines rated by Consumer Reports readers received low marks for seat comfort.
US Airways had the worst marks of any airline for cabin-crew service.
Low-cost airlines took the five top spots, while the large network carriers ranked lowest in the Consumer Reports rankings. Airlines were scored on a zero to 100 scale: Southwest (87), JetBlue (84), Alaska Airlines (79), Frontier Airlines (78), AirTran Airways (74), Continental Airlines (72), American Airlines (65), Delta Air Lines (64), United Airlines (63), and US Airways (61).
