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TWA, America West soar
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May 12, 1998: 4:53 p.m. ET
Two airlines lead the pack in annual survey of frequent flier satisfaction
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WASHINGTON (CNN) - Airline passengers rate TWA and America West the best airlines in the business, according to the sixth annual Frequent Flyer magazine /J.D. Power airline customer satisfaction study of U.S. carriers.
TWA won top honors in the long-haul category, which includes flights of 500 miles or more. Continental won the No. 1 spot last year.
America West ranked highest for the second year in a row in the short-haul category, which covers flights less than 500 miles.
About 6,000 readers of Frequent Flyer magazine and the OAG Pocket Flight Guide were asked to rate their three most recent airplane trips in the past six months.
Criteria included flight scheduling and accommodations, frequent flier programs, on-time performance, plane interior and seat comfort, flight attendant service, food and airport check-in to determine overall satisfaction with an airline's service.
According to the survey results, TWA rated highest in flight accommodations, scheduling, frequent flier program, food and flight attendants.
America West's top ratings came in scheduling and flight accommodations.
Dave Power of J.D. Power and Associates said overall customer satisfaction with U.S. airlines is up for 1998 over last year. He said most improvements have been in airport check-in and on-time performance. But Power also said there's been a decline in plane interiors, seat comfort and flight attendant service.
Jonathan Meigs, publisher of Frequent Flyer magazine, said there is a direct relationship between airline customer loyalty and customer satisfaction, and between that satisfaction and an airline's success. "The bottom line is improving customer satisfaction," Meigs said.
Frequent travelers -- those who fly at least once a month and usually more -- were participants in the survey. Meigs said business travelers are surveyed because they are the most demanding and have the highest expectations for service since they "live on planes."
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