NWA dead last in customer service
05-17-2006, 11:03 AM
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NWA dead last in customer service
Study ranks NWA last in customer service
Memphis Business Journal - 11:08 AM CDT Wednesday
A study released by the University of Michigan Tuesday found that customer service satisfaction at U.S. airlines hit a five-year low during the first quarter.
Northwest Airlines Corp., which is operating under Chapter 11 protection and seeking wage cuts from employees to restore profitability, ranked lowest on the index. Its rating fell 4.7 percent from the year-earlier quarter.
AMR Corp.'s American Airlines, which fell 3.1 percent, and US Airways Group Inc., which fell 8.8 percent, tied for next-lowest.
Southwest Airlines Co. (NYSE: LUV) and Continental Airlines Inc. (NYSE: CAL) led the group in satisfaction; their scores were unchanged from last year.
The airline industry has been battered by high fuel prices and competition from low-cost carriers. Several carriers have filed for bankruptcy, and cut once-universal offerings such as free meals and pillows. They've also cut staff, spreading thin those employees who stay.
Eagan, Minn.-based Northwest (Pink Sheets: NWACQ) issued a statement late Tuesday attributing its ranking in the University of Michigan study on its Chapter 11 reorganization and the overall airline industry business conditions.
"For many airlines including Northwest, low fares and high costs, particularly fuel costs, have resulted in fuller flights than at any time in history, impacting customer satisfaction."
Northwest cited a 2006 Airline Quality Rating by Brent Bowen of the University of Nebraska and Dean Headley at Wichita State University that studied ontime performance, denied boardings, mishandled luggage and customer complaints for 17 airlines during all of 2005.
That study ranked Northwest third out of the seven airlines ranked in the University of Michigan survey, and seventh overall out 17 airlines, Northwest said.
"Our employees understand that we are a customer service business, and we are confident that they will continue their focus on meeting the needs of our customers."
Northwest operates one of its four U.S. hubs at Memphis International Airport.
Memphis Business Journal - 11:08 AM CDT Wednesday
A study released by the University of Michigan Tuesday found that customer service satisfaction at U.S. airlines hit a five-year low during the first quarter.
Northwest Airlines Corp., which is operating under Chapter 11 protection and seeking wage cuts from employees to restore profitability, ranked lowest on the index. Its rating fell 4.7 percent from the year-earlier quarter.
AMR Corp.'s American Airlines, which fell 3.1 percent, and US Airways Group Inc., which fell 8.8 percent, tied for next-lowest.
Southwest Airlines Co. (NYSE: LUV) and Continental Airlines Inc. (NYSE: CAL) led the group in satisfaction; their scores were unchanged from last year.
The airline industry has been battered by high fuel prices and competition from low-cost carriers. Several carriers have filed for bankruptcy, and cut once-universal offerings such as free meals and pillows. They've also cut staff, spreading thin those employees who stay.
Eagan, Minn.-based Northwest (Pink Sheets: NWACQ) issued a statement late Tuesday attributing its ranking in the University of Michigan study on its Chapter 11 reorganization and the overall airline industry business conditions.
"For many airlines including Northwest, low fares and high costs, particularly fuel costs, have resulted in fuller flights than at any time in history, impacting customer satisfaction."
Northwest cited a 2006 Airline Quality Rating by Brent Bowen of the University of Nebraska and Dean Headley at Wichita State University that studied ontime performance, denied boardings, mishandled luggage and customer complaints for 17 airlines during all of 2005.
That study ranked Northwest third out of the seven airlines ranked in the University of Michigan survey, and seventh overall out 17 airlines, Northwest said.
"Our employees understand that we are a customer service business, and we are confident that they will continue their focus on meeting the needs of our customers."
Northwest operates one of its four U.S. hubs at Memphis International Airport.
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