Did you happen to see the article in USA Today last week analyzing satisfaction among fliers? The data, a compilation of information from the DOT, Airline Quality Rating systems, and consumer surveys from Zagat and J.D. Power & Associates found that fliers tend to rate discount carriers like Frontier, JetBlue, and Southwest as top carriers. And it's not about the airfares!
In fact, these days, it's not that difficult to find fares on the traditional "big" carriers that mirror those of the discount airlines. No, it's not the fares. Instead, it's the customer service. It seems that traditional carriers, which tend to be saddled with higher and broader "fixed" costs of older jets, labor, networks, and international routes, have had to cut back in customer service. Conversely, the smaller carriers tend to operate newer planes and see and treat their fliers as customers, not as expenses that can be pinched for an extra dime.
Instead of following the traditional airlines' approach to air travel, these carriers try to differentiate themselves. And fliers are recognizing and rewarding it. The "discount" carriers are not only making money, but also ranking high on customer satisfaction. I can tell you that, just in casual conversation, I've heard both frequent and infrequent travelers touting their love for these "alternative" carriers. It's sounds like the pride of a counter-culture!
What do you think? What carriers are your favorite and why? Post a comment and let us know!
jkl
