Given that American's not at the bottom, I guess this survey took place before the baggage fee went into effect. ---------------------------------------------------------------------- This article was sent to you by someone who found it on SFGate. The original article can be found on SFGate.com here: http://www.sfgate.com/cgi-bin/article.cgi?file=3D/c/a/2008/05/28/DDO010S351= .DTL --------------------------------------------------------------------- Wednesday, May 28, 2008 (SF Chronicle) Customers downgrade airline service Ed Perkins, Tribune Media Services The most recent University of Michigan's American Customer Satisfaction Index reports that airlines, which scored below the IRS in customer satisfaction last year, dropped even further this year. They posted the lowest overall score among any of the 19 industrial categories covered this quarter. If you've flown lately, you probably aren't surprised. And although I'm as interested in the numbers as the next traveler, to me, the biggest question isn't "how bad the score," it's "what can travelers do about it?" A few more dismal details. Among the hundred or so individual companies, one airline - US Airways - tied for bottom score with only two others, Comcast and Charter in the cable/TV sector. And only four individual companies in other sectors scored below the aggregate airline score, at 62. Among the seven lines showing individual scores: -- Southwest again earned the top score. Its 79 was 17 points higher than the No. 2-named line. -- "All Others," a sub-aggregate of smaller lines, came in second at a respectable 75. -- Continental, American and Delta were closely bunched at 60-62. -- And the bottom places were "won" by Northwest, United and US Airways, at 54-57. In any other economic sector, scores as low as the low-end airline numbe= rs would signal incipient market failure. But the airlines keep going - and travelers keep buying tickets - despite lousy service. I take several conclusions from these numbers: -- Clearly, a large part of the fault lies outside the airlines' control. The horrendous increase in the price of fuel has put all of them under tremendous pressures to cut costs wherever they think they can save a nickel. They've long since run out of fat to cut; now they're cutting muscle. -- Some fault - for flight delays and airport hassles - lies with the federal government, which has lagged inexcusably in modernizing the air traffic control system. The Transportation Security Agency is also culpable for slow and sometimes heavy-handed airport screening. -- But the airlines, themselves, bear a lot of the blame - for delays, lost baggage and many other ills. Delays, especially, are partially the result of the airlines' insistence on scheduling too many flights in and out of our busiest airports on small planes. And slow baggage delivery, lost baggage and such are obviously cases of ineffective management. -- Mergers certainly aren't the answer: Putting two losers together almo= st never results in a winner. But don't forget your own responsibility for the sad situation. One of t= he reasons air service is so lousy - cramped seats, disappearing cabin service and such - is that you have repeatedly demonstrated that although you want better service, you won't pay for it. Over the past 20 years, dozens of startup lines have tried to make a go of "pay a bit more for better coach service" business models and all have either failed or reverted to the "cheap cattle-car" model. What, then, can you do? Certainly fly the lines with the higher scores whenever you can. Although most of you can't afford astronomical first-class fares, JetBlue and United offer "pay more, get more" options in coach. Also, urge your congressional delegation to support reform of the air traffic control system - and provide an adequate budget. Beyond that, there isn't much you can do, unless you decide to stay home. Let's end on a somewhat brighter note. Big hotel chains continue to score well in customer satisfaction. The sector average was 75, up from last year. Top chains were Marriott, Hyatt and Hilton, all at 78, with Starwood and Inter-Continental close behind at 74. Even the low end of the sector - Choice, Wyndham and Best Western - earned respectable 70-71 scores, well ahead of any airline other than Southwest. And big, full-service restaurant chains scored even higher, at 80. Clearly, although you might have a lousy flight to your destination, you can look forward to good treatment once you arrive. ---------------------------------------------------------------------- Copyright 2008 SF Chronicle <<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> If you wish to unsubscribe from the AIRLINE List, please send an E-mail to: "listserv@xxxxxxxxxxxxxxxxx". Within the body of the text, only write the following:"SIGNOFF AIRLINE".