New Survey Unveils Best and Worst Airlines, According to Actual Customers


If you’ve ever wondered what the best airline is for customer service, a new survey by Zogby Analytics says it has an answer. Oh, and don’t worry, it has an answer on what the worst airline is for customer service, too.

Published on 247WallSt, the survey included a phone interview with 1,500 randomly selected U.S. customers. They were asked to rate their experience with customer service from these companies, using a scale of “excellent,” “good,” “fair,” and “poor.” And the big winner was (drumroll, please)… Southwest Airlines.

Southwest Airlines’ “excellent” ratings were at 35.96 percent, and its “poor” ratings were at just 4.63 percent. Not too shabby, especially considering the airline industry as a whole doesn’t always have the best reputation. We’re sure Southwest’s on-time arrival percentage of 74.9 percent in July and its cancellation rate of 0.7 percent certainly didn’t hurt, either!

On the opposite end of customer satisfaction was Spirit Airlines, ranking at the very bottom of the survey. Even though Spirit Airlines is the seventh most-used airline in the U.S., its “excellent” rating was at 18.42 percent and its “poor” ratings were at 16.4 percent. Yikes!

Although Sprit Airlines’ on-time arrival percentage was 73.5 percent in July and its cancellation rate was 0.8 percent, it seems that those factors didn’t help boost the numbers higher about how their consumers felt about the service while they were actually on the plane.

What do you think about the survey results? Do you have another idea about which airline deserves best (or worst) place in customer service? What’s the best (or worst) experience you’ve ever had on a flight?

Every flier has that one story they can’t wait to share!

h/t Reader’s Digest

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