nwafan20
2007-04-02, 09:07 PM
Northwest top-rated major carrier in airline quality study
April 2, 2007
By JEWEL GOPWANI
FREE PRESS BUSINESS WRITER
Northwest Airlines was one of two carriers that improved their performances, coming in as the highest ranked major carrier in an annual study of airline quality.
Northwest, the largest carrier at Detroit Metro Airport, raised its ranking from No. 7 in 2005 to No. 5 last year after posting fewer customer complaints, mishandled bags and bumped passengers. The carrier also improved its on-time rating.
Northwest’s performance runs against industry trends that surfaced in the Airline Quality Rating study by professors at the University of Nebraska at Omaha and Wichita State University.
Of the 18 airlines included in the study, which is based on Department of Transportation data, on-time arrivals in the industry dropped nearly two percentage points to 75.5%. Overall, passengers reported more mishandled bags and more incidents of being bumped.
One issue affecting customer service is passenger traffic. There are as many people flying as there were before Sept. 11, 2001, but fewer flights – 18-20% less seating capacity, one of the study’s authors, Dean Headley, associate professor of marketing at Wichita State University, said in a statement.
An industry group for airlines, the Air Transport Association, said that many of the problems outlined in the study stem from weather and flight delays caused by congested skies and what the association calls and “outdated and inefficient air-traffic control system.”
In 2006, Hawaiian Airlines beat out 2005’s No. 1, JetBlue Airways. Commuter carrier Atlantic Southeast Airlines performed worst, coming in at 18th.
Here are airline rankings, according to the Airline Quality Ranking:
1. Hawaiian Airlines
2. JetBlue Airways
3. Air Tran
4. Frontier Airlines
5. Northwest Airlines
6. Southwest Airlines
7. Continental Airlines
8. United Airlines
9. Alaska Airlines
10. American Airlines
11. ATA
12. Delta Airlines
13. U.S. Airways
14. SkyWest Airlines
15. Mesa
16. Comair
17. American Eagle
18. Atlantic Southeast
http://www.freep.com/apps/pbcs.dll/arti ... BUSINESS05 (http://www.freep.com/apps/pbcs.dll/article?AID=/20070402/BUSINESS/70402043/1018/BUSINESS05)
April 2, 2007
By JEWEL GOPWANI
FREE PRESS BUSINESS WRITER
Northwest Airlines was one of two carriers that improved their performances, coming in as the highest ranked major carrier in an annual study of airline quality.
Northwest, the largest carrier at Detroit Metro Airport, raised its ranking from No. 7 in 2005 to No. 5 last year after posting fewer customer complaints, mishandled bags and bumped passengers. The carrier also improved its on-time rating.
Northwest’s performance runs against industry trends that surfaced in the Airline Quality Rating study by professors at the University of Nebraska at Omaha and Wichita State University.
Of the 18 airlines included in the study, which is based on Department of Transportation data, on-time arrivals in the industry dropped nearly two percentage points to 75.5%. Overall, passengers reported more mishandled bags and more incidents of being bumped.
One issue affecting customer service is passenger traffic. There are as many people flying as there were before Sept. 11, 2001, but fewer flights – 18-20% less seating capacity, one of the study’s authors, Dean Headley, associate professor of marketing at Wichita State University, said in a statement.
An industry group for airlines, the Air Transport Association, said that many of the problems outlined in the study stem from weather and flight delays caused by congested skies and what the association calls and “outdated and inefficient air-traffic control system.”
In 2006, Hawaiian Airlines beat out 2005’s No. 1, JetBlue Airways. Commuter carrier Atlantic Southeast Airlines performed worst, coming in at 18th.
Here are airline rankings, according to the Airline Quality Ranking:
1. Hawaiian Airlines
2. JetBlue Airways
3. Air Tran
4. Frontier Airlines
5. Northwest Airlines
6. Southwest Airlines
7. Continental Airlines
8. United Airlines
9. Alaska Airlines
10. American Airlines
11. ATA
12. Delta Airlines
13. U.S. Airways
14. SkyWest Airlines
15. Mesa
16. Comair
17. American Eagle
18. Atlantic Southeast
http://www.freep.com/apps/pbcs.dll/arti ... BUSINESS05 (http://www.freep.com/apps/pbcs.dll/article?AID=/20070402/BUSINESS/70402043/1018/BUSINESS05)