March 8, 1987
As a pilot for United Airlines, I read James Flanigan's Feb. 20 column in The Times, "Allegis Needs to Make a Name for Itself Fast," with much interest. Many employees at United Airlines share his skepticism regarding Allegis, the new name of United's parent company, but as Flanigan fairly pointed out, only time will tell. However, Flanigan seems to glorify and revere the almighty bottom line, and implies that Continental Airlines is the admirable yardstick in the industry. Frank Lorenzo (the chairman of Texas Air Corp.
May 18, 2011 |
AT&T Inc. came in dead last among major carriers in a customer satisfaction survey, hitting its lowest point since shortly before it began selling the iPhone in 2007. In terms of making customers happy, Verizon Wireless and Sprint Nextel Corp. tied for the top spot among the most popular U.S. carriers, according to the report from the American Customer Satisfaction Index. T-Mobile USA, which AT&T is in the process of buying, came in third, falling to a five-year low in the ACSI's survey.
June 9, 2010 |
Fees are rising, service can be lousy and … airline passengers are happier? Yes, according to a customer satisfaction survey released Tuesday. Research company J.D. Power & Associates asked more than 12,300 passengers who flew between April 2009 and April this year to rate North American airlines on costs and fees, flight crew, in-flight services, aircraft, boarding/deplaning/baggage, check-in and reservations. Compared with last year's survey, "performance improved across the board," said Stuart Greif, vice president and general manager of the global travel and hospitality practice at J.D. Power, based in Westlake Village.
February 27, 2010 |
Although the nation's major airlines continue to boast improved on-time arrival rates and less lost luggage, air travelers are still unhappy with America's airports. And Los Angeles International Airport is rated among the worst. San Francisco International Airport doesn't rate much better. Slow baggage delivery, long security lines, uncomfortable terminal seats and a lengthy, frustrating check-in process are the main complaints from air travelers about U.S. airports, according to a new survey by consumer research company J.D. Power & Associates Inc. Overall, the passengers gave the nation's airports a rating of 690 on a 1,000-point scale.
March 22, 2011 |
Pop quiz: Name the telecom company whose wireless service is rated dead last for customer satisfaction and has been dubbed "worst carrier" by Consumer Reports. If you guessed AT&T, go to the head of the class. So does anyone think things will improve if AT&T Inc. wins federal approval to acquire rival T-Mobile USA for $39 billion, giving it more wireless customers than any other service provider? "What improves customer satisfaction is when carriers compete with each other," said Parul Desai, telecom policy counsel with Consumers Union, publisher of Consumer Reports.
December 2, 1994 |
The cable industry is promising to compensate customers for late or missed service calls as part of a broad image-improvement effort announced Thursday. Starting March 1, customers will get $20 for missed or late calls. Prospective customers will receive free cable installation if a technician misses or is late for an appointment.
October 4, 2005 |
Many U.S. health insurers provided better medical care to their patients in 2004, but more consumers are enrolling in types of plans that do not make such data public, a survey released Monday found. A privately held insurer, Harvard Pilgrim Health Care, provided the best healthcare coverage in the United States, according to the survey by the National Committee for Quality Assurance, a privately funded nonprofit group. Several Cigna Corp. and Aetna Inc.
August 14, 2007 |
Is Google Inc. losing its edge? The search engine juggernaut was overtaken for the first time by rival Yahoo Inc. in a University of Michigan customer satisfaction survey scheduled for release today. Consumers gave Google a score of 78 out of a possible 100 points, down three points from last year. It was the first time Google slipped below 80 points since 2002, when the company was added to the survey. Meanwhile, Yahoo gained three points to 79 to secure the top spot. Ask.
March 27, 2001 |
DaimlerChrysler said Monday it will set up five independent regional business centers, one of them in Southern California, to handle U.S. sales and service responsibilities previously directed from the Chrysler Group's national headquarters in Michigan. "The restructuring of our field organization is being done in an effort to more directly service our dealers and their local markets" and to improve sales, profits and customer satisfaction levels, said Gary E.
September 23, 2007 |
I recently returned from a boat tour in Indonesia and was impressed by the quality of the service provided by the tour company. The employees went out of their way to make the experience a pleasurable one for the customers. Other tour companies we have used in the past were equally good. My impressions are consistent with those of many other travelers with whom I have compared notes.