Rock bottom

According to a university index that ranks customer service, airline customer service is at its worst level in the last five years.

Only cable television, satellite services and newspapers ranked lower than airlines in the American Customer Satisfaction Index, which also examined industries such as utilities, health care, telecommunications and food service.

Among the U.S. airlines, Northwest Airlines Corp., a bankrupt carrier, ranked lowest, its rating falling 4.7 percent from the first quarter of last year. Tied for next-worst were AMR Corp.'s American Airlines, which saw its ranking fall 3.1 percent from a year earlier, and US Airways Group Inc., which the study said improved the most, by 8.8 percent.

"It becomes more difficult to provide good service when you don't have the resources." said Claes Fornell, a professor with the University of Michigan's business school.

The largest U.S. airlines have been shedding employees and capacity as they try to stem $40 billion in losses since 2000. The U.S. airline industry employed 5.8 percent fewer people in February 2006 than a year earlier, according to the latest U.S. Transportation Department statistics. February was the 14th consecutive monthly decline in airline employment.

The dire financial condition of the airlines in the US is well known. But it is hardly news. US carriers have been teetering on the edge of bankruptcy for longer than I can recall.

Personal note- Northwest Airlines always gets a low ranking for Customer service. However when I was a elite Frequent flyer with that carrier from 1996 to 2001 the airline with one exception always took excellent care of me.

I don't know if its so much bad customer service, as it is customers unrealistic expectations not being met. When one travels, your most important purpose is to get from Point A to B. The airline provides that. What else are you expecting?

Food? As a former FF I know how unappetizing airline food usually is. Are you really complaining that the airlines don't supply you anymore with those rotten little meals.

Overcrowded planes? If one wants to travel quickly, you have to make sacrifices. One of which is being confined in close quarters with 100-200 complete strangers. We'd all like to fly on private jets but the cost would be prohibitive for the consumer.

Delays? Most delays are caused by two factors- Mechanical problems and weather. As inconvenient as these are, do you want to be flying in bad weather or on a plane that needs to be repaired.

Airlines could do better, but they don't deserve all the bad knocks they get either.

Open Post- Adam's Blog, Right Wing Nation,