Sir James

Zagat Survey

Zagat reviewers — nearly 6,000 frequent fliers — took aim at the airline industry in the company’s 2009 airline survey, just released. It is the Zagat’s eighth aviation survey, and not surprisingly, one-third of respondents reported that they are still flying less — 16.6 trips per year, up slightly from 16.3 in 2008 but down substantially from 19.7 in 2007.

Among so-called legacy carriers in the United States, Continental earned the highest rating (15 out of 30) for comfort, service and food in coach class, while others like American and United scored 9 to 11. Newer airlines like JetBlue and Virgin America generally got higher marks, scoring 19 and 21 respectively.

The full list of winners ranked by overall score includes the following:

Large Domestic Premium Class:
21 Continental Airlines
17 American Airlines
17 Delta Air Lines
16 United Airways
15 AirTran Airways

Large Domestic Economy Class:
19 JetBlue Airways
15 Continental Airlines
15 Southwest Airlines
12 AirTran Airways
11 Delta Air Lines

Midsize Domestic Premium Class:
24 Virgin America
21 Hawaiian Airlines
20 Alaska Airlines

Midsize Domestic Economy Class:
21 Virgin America
21 Midwest Airlines
16 Hawaiian Airlines

International Premium Class:
28 Singapore Airlines
26 Cathay Pacific Airways
26 Emirates Airlines
25 Air New Zealand
25 Virgin Atlantic Airways

International Economy Class:
24 Singapore Airlines
22 Emirates Airline
21 ANA (All Nippon Airways)
21 Air New Zealand
21 Thai Airways

cal73

I though zagat judged restaurants.

TonyWilliams

Not a single US carrier even in the top five. Just like the domestic auto industry, dominated, then floundered.

I'm confident that we could do it, but for whatever reason, we don't.

I travel a bit overseas, and the disparities are there.

Killer51883

these are coments taken from some of the surveys.

Look elsewhere unless Sully is your captain.
Treats occasional fliers like dirt, and treats frequent fliers like a better class of dirt.
Basks in its adequacy.
You have a better chance winning the lottery than trading in your miles for a flight.
The only strongpoint is their website...because it is not human.
Old worn-out birds staffed with old worn-out birds.
Lining up to board, I couldn't tell if I was at the DMV or the draft board.
I expected a coin slot for the toilet.
Spectacularly unspectacular.
Another contender for the highly prized 'Passengers Come Last' award.
Asked why we didn't have blankets, the steward said, 'so they could give the executives bonuses.'
The miracle airline…23 wheelchair passengers pre-boarded but only four need them after landing.
If there was any less legroom, I’d have to check my legs.
Watched the seagulls out the window passing us.
Are the seats smaller, or my seat bigger?
The planes are so old the only entertainment is people praying.
At least you don’t have to pay extra to have your luggage delayed.
The way they have synthesized all the bad things about airline travel is practically performance art.
At least cattle are put out of their misery at the end of their trip.
For peanuts and nothing but peanuts, this is your airline.
They still serve bad airline food, so retro!
You're never #1, but at least you know it from the start.
Cabin staff has been on duty since Sherman sacked Atlanta.
Didn't know that candy bars qualified as a meal.
Mean people like working here.
Should I have to pay extra for my knees?
The new first-class food is the old economy-class food.
Planes are younger than the crew.
The seat space makes an MRI seem spacious

Outtakes: Airline Edition - Best of Buzz - Zagat Survey

Chente

"Old worn out birds" comment is spot on! When you travel on a foreign carrier....ANY foreign carrier...name one....the disparity in how their FA's look and treat passengers is astounding. We at Delta have so many old, bitter FA's it amazes me when I actually see a young, good looking one with people skills. Something has to be done, dont know what but something. Maybe an age limit?

TonyWilliams

My foreign airline will sack any FA who gets pregnant. I believe Emirates has an age 35 limit.

In contrast, I saw a Delta FA for the second time in a few days at my hotel. Then I remembered that she was working 140 hour lines (at her request). She wasn't unattractive, but I suspect overwork didn't help her demeanor (she was actually quite friendly to me in uniform). Not one of the FA's on my last international flight on Delta was younger than 45.

So, where is the happy medium?

One area that the US international carriers can learn from is the cabin setup, some style, cleanliness, etc.

Virtually every international airline in the world flies the same basic brand A or B airplanes, the same basic airport gates, etc, the focus area really is service.

newarkblows

everything is outsourced to a third or fourth party who is the lowest bidder... who is expecting one of these turkeys to lay a golden egg? the paying public who cant trouble themselves to learn the real reasons for the horrible conditions.

TonyWilliams

These frequent flyers who have completed the zagat survey have figured it out. Fly on Singapore, Emirates, Virgin Atlantic, etc.

Gordon C

Virgin America has the best first class domestic experience (the highest score of 24 points, tops in all U.S. categories)?

Too bad the majors, who have been doing first class service for 50 years and have much deeper pockets, can't get it right. Shame on them.

Go Virgin.

brianb

You tell it like it is. The Legacy carriers are hissstory!!!