America's Worst Airlines

Discussion in 'United Airlines | MileagePlus' started by euromannn, Apr 10, 2011.  |  Print Topic

  1. euromannn
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    euromannn Gold Member

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    http://travel.yahoo.com/p-interests-38962879




    America's Meanest Airlines: 2011


    By Hamooda Shami​

    Last year was a good one for the airline industry, with U.S. airlines churning out the highest profits in more than a decade. With the exception of American Airlines, every major carrier turned in positive profits for the year.


    In the 2011 Airline Quality Rating (AQR) report released on April 4, quality is up as well.


    But that doesn't mean airlines deserve high-fives all around. Soaring baggage fees, widespread airfare increases and the elimination of free food on many flights were major factors in improving the bottom line. Not surprisingly, customers were not happy in 2010. According to a Business Insider study conducted last November, which uses data from the American Customer Satisfaction Index, four of the major U.S. carriers made its list of the "18 Worst Companies in America." The year also saw PR nightmares for the industry, including discrimination against disabled and overweight passengers and the episode involving a JetBlue flight attendant (the now famous Steven Slater) hitting his breaking point. 2011 has already seen a pilot misplace his handgun and a flight attendant put a baby in an overhead bin -- hardly a good way to start the year.



    Meanest Major Carrier

    United


    United came in last place among all major airlines on our 2011 Meanest Airlines list with an AQR score of -1.31. United had the second-highest customer complaint rate (1.64 per 100,000 passengers) of all airlines in 2010, including the regional carriers.
     
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  2. milchap
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    milchap Gold Member

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    Define meanest please.
     
  3. Pegasus
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    Pegasus Gold Member

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    Meanest for infrequent travelers?
     
  4. euromannn
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    euromannn Gold Member

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    Simple the AQR gave United the lowest score and a major input was complaints where United was 2nd to last.
     
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  5. gleff
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    gleff Co-founder

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    Well I wouldn't call UA exactly friendly to anyone that isn't a 1K. But this seems rather silly. And other categories, "Most Likely to Be Unsafe" ..? Where's Spirit in this list? ;)
     
  6. violist
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    violist Gold Member

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    Waste of time, as is everything related to AQR.
     
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  7. Wandering Aramean
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    Wandering Aramean Gold Member

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    Somewhere behind B6, with 17 "problems" in 219K flights. When the stats are that meaningless the rankings don't matter too much really. When there is no statistical significance between the ranked entities the sequence of the rankings just doesn't matter.

    Just another statistics exercise that doesn't really mean anything, like the recent NYT story that ranks airports on which is most expensive based on false assumptions.
     
  8. Captain Oveur
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    Captain Oveur Gold Member

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    It's all so subjective. As someone pointed out earlier, yeah, 1Ks are treated differently than John and Jane Doe who travel once every few years. One weather-related delay and usually the infrequent flier will likely blame the airline.

    I'm not saying United is blame-free, but surveys like this are borderline ridiculous.
     
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  9. ande777emt
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    ande777emt Gold Member

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    Agree. Kettle blame the airlines for anything they don't like. They typically have zero loyalty and pick the cheapest carrier regardless of routing or service; so why shouldn't airlines treat their loyal travelers better than the masses.
     
  10. Wandering Aramean
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    Wandering Aramean Gold Member

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    I finally got around to actually reading the underlying data. There is nothing borderline about it. This report is absolutely ridiculous.

    The range of ratings involved is so narrow in most cases (a 1.5/100,000 range for one category) that assigning carrier rankings based on them is ludicrous. Similarly the rates artificially count on-time and baggage issues higher than they admit because of the way the formula is structured.
     
  11. Captain Oveur
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    Captain Oveur Gold Member

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    The problem with airline surverys is that they NEVER get the sample right, they never talk to the right people.

    They should talk to both frequent and non-frequent fliers, but get the proportions right. But that would cost too much money, and if just getting numbers is more important, then the details go out the window.
     
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  12. Wandering Aramean
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    Wandering Aramean Gold Member

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    In this case the issue is less about who they are talking to (though there is obviously a bias with self-selection) but the fact that the weightings of the factors are ludicrous and not particularly reflective of a level of differences that one might actually experience in traveling on one carrier versus another. Sure, it sucks if you are one of the 2/100,000 people so wronged that you file a DoT complaint, but saying that the airlines with that rating (the worst of the majors) is 4x worse than the airline with 0.46 (the lowest of the majors) just doesn't correlate to reality. Saying that it is at all worse probably doesn't correlate to reality just based on the incredibly low number of complaints filed.

    It does make you wonder what a motivated group of individuals could do to affect the statistics if so motivated. With only ~9000 complaints logged in 2010 it wouldn't take much to skew them dramatically if you wanted to.
     
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  13. RobotDoctor
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    RobotDoctor Silver Member

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    I am a pee-on 1P who used to be a GK MM flyer. I am still treated rather well with UA. I have received gate UG (before the current policy), change from middle seat to aisle (due to last minute changes), very good treatment and service on board. I wonder how much difference a person has in terms of treatment when they are kind and courteous first? (not to start a fight here :) )
     
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