Category Archives: Airlines

Airline satisfaction in USA decreasing

Airline passenger satisfaction in North America decreased in 2018 to 73 from 75 on a 100-point scale according to the American Customer Satisfaction Index (ACSI). Only 3 industries score lower: fixed-line telephone service, internet service providers and subscription television service. The low satisfaction level is not surprising because competition is very limited in the US airline industry. Nearly 80% of the market is under the control of just 4 carriers. And as the ACSI observes, they seem more inclined to collaborate than to compete, thereby reducing the risk that customers...
Read more

The Big-3’s fairy tale

American Airlines, Delta Air Lines and United Airlines (the Big-3) spent millions of dollars on a political campaign against the 3 Middle East carriers (ME-3) Etihad Airways, Qatar Airways and Emirates. The US airlines assert that the Gulf carriers are governments rather than airlines, which would be the reason why they cannot compete with them. It is just a political statement for they failed to present any proof. Interestingly, there is proof for the massive...
Read more

How family-friendly is Lufthansa?

Lufthansa presents itself as a family-friendly airline: “From booking to landing: with many coordinated services and benefits especially for families, Lufthansa makes flying with children even more enjoyable. As a family-friendly airline, we show an interest in the wishes and requirements of every individual passenger, large or small and meet a high standard in terms of safety and quality.” And this is wat the carrier says about seat selection: “Whether you prefer the window, aisle or more legroom: Lufthansa enables you to reserve seats for you and your fellow...
Read more

TUIfly violates the law

A leaking fuel tank caused a delay of a TUIfly flight from Amsterdam to the Caribbean on January 19, 2018. The European charter airline that operated the flight with a Boeing 787 says that the leakage was the result of a production error by plane maker Boeing. The airline had to contract another Dreamliner, so the flight could not depart until the next day. TUIfly claims that it accommodated passengers by arranging meals and hotel rooms near the airport. It also claims that in case of such...
Read more

Dog dies in overhead bin

It seems that United Airlines does not always hire the right people as flight attendants. This leads to free publicity, but also to publicity that is disastrous for the airline’s reputation. On March 12, 2018 United assumed full responsibility for the death of a passenger’s dog on board a United flight from Houston to New York LaGuardia. A passenger took her dog on board in a pet carrier in compliance with the requirements set by the US Transportation Security Administration (TSA) and that must be put under...
Read more

The best and worst US airlines in 2018

Most airline rankings are a way of making money, a form of entertainment or a way of generating free publicity. In some cases it is a combination. Rankings rarely offer anything new or useful, but The Points Guy (TPG) is 1 of the exceptions. TPG published a top-9 of US carriers based on their domestic operations. The report tries to use as much as possible objective criteria - including on-time arrival rates, passenger complaints, cabin comfort, and baggage issues - rather than subjective customer surveys. In 2017 it was still...
Read more