Zagat released its airline survey results for 2008 on November 28th. They surveyed 9,950 people, which totaled to 162,000 trips, with 38% of the flights taken for leisure compared to 62% for business reasons. The survey included 17 domestic US airlines, while also including 68 international airlines.
While average overall ratings involving comfort, service and food had increased from the previous year, the biggest growth of service was seen in the premium economy class while some growth was seen for economy class. In addition, many felt that the airline's websites were much better than actual in-air performance; therefore, airlines seem to have a long way to go before customers are willing to admit service was good all around.
For domestic Premium Economy seating as well as international Best Value for Money categories, Continental Airlines took first place. At the same time, while Continental did not take top honors for the other domestic categories, it still ranked #1 above all other major domestic US carriers known as the "Big 6" - American, Continental, Delta, Northwest, United, and US Airways - for the second year in a row. Overall, Continental was able to rank in the top 5 for 10 out of 14 categories, strengthening Continental's strong image.
While average overall ratings involving comfort, service and food had increased from the previous year, the biggest growth of service was seen in the premium economy class while some growth was seen for economy class. In addition, many felt that the airline's websites were much better than actual in-air performance; therefore, airlines seem to have a long way to go before customers are willing to admit service was good all around.
For domestic Premium Economy seating as well as international Best Value for Money categories, Continental Airlines took first place. At the same time, while Continental did not take top honors for the other domestic categories, it still ranked #1 above all other major domestic US carriers known as the "Big 6" - American, Continental, Delta, Northwest, United, and US Airways - for the second year in a row. Overall, Continental was able to rank in the top 5 for 10 out of 14 categories, strengthening Continental's strong image.
On the other hand, for domestic Economy seating, JetBlue ranked first. In addition, the airline outranked all other airlines in terms of domestic In-flight Entertainment. The airline also ranked within the top 5 for all ranking categories dedicated to domestic airlines, contending with Continental in many aspects.
For International Economy, Singapore continued to rank first for both Premium Economy and Economy class seating for the 9th survey in a row. All Nippon Airways was able to make it into the top 5 for Premium Economy class as well.
Overall however, Southwest took many of the first place rankings, including Best Value for Money, Best Airline Website, Best Frequent Flier Program, Best Consumer On-Time Estimates, and Best Luggage Policy. It only failed to grab one top spot out of all categories it was included in the top 5, and that was the best large domestic airline economy seating, losing to JetBlue. However, it seems that Southwest must be doing something right - it is evident the airline has a strong following.
Other interesting facts were also released: of those surveyed, 60% used airline websites, 4% called the airline directly, 18% use travel booking sites like Expedia and Orbitz, 9% through work, and 8% use a travel agent. In addition, 65% use their frequent flier miles for free flights, while 25% use them for upgrades, and 10% deem them useless and don't utilize them at all.
For International Economy, Singapore continued to rank first for both Premium Economy and Economy class seating for the 9th survey in a row. All Nippon Airways was able to make it into the top 5 for Premium Economy class as well.
Overall however, Southwest took many of the first place rankings, including Best Value for Money, Best Airline Website, Best Frequent Flier Program, Best Consumer On-Time Estimates, and Best Luggage Policy. It only failed to grab one top spot out of all categories it was included in the top 5, and that was the best large domestic airline economy seating, losing to JetBlue. However, it seems that Southwest must be doing something right - it is evident the airline has a strong following.
Other interesting facts were also released: of those surveyed, 60% used airline websites, 4% called the airline directly, 18% use travel booking sites like Expedia and Orbitz, 9% through work, and 8% use a travel agent. In addition, 65% use their frequent flier miles for free flights, while 25% use them for upgrades, and 10% deem them useless and don't utilize them at all.
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