Continental, JetBlue and Singapore Continue to Fly High; Southwest Named Best Domestic Value;Virgin America Top Midsize Airline and Website; Portland Named Top Airport, LaGuardia Worst;Surveyors Seek Direct Routes, Reasonable Prices and Green Air Travel;
New York, NY. November 23, 2009 – Zagat released the results of its 2009 Airline Survey today, covering 16 domestic and 73 international airlines, as well as 30 domestic airports. The survey, conducted on ZAGAT.com, incorporates the opinions of 5,895 frequent fliers and travel professionals (e.g. travel agents) who collectively took 97,600 flights in the past year.
Background: Each airline was separately rated on Zagat's signature 30-point scale on its premium and economy class service for both domestic and international flights. The airlines were rated on four aspects of their performance: (1) Comfort, (2) Service, (3) Food and (4) Website. Other issues such as Value, On-Time Performance, Luggage Policy and In-Flight Entertainment were also covered.
Economy: This is the third annual Zagat airline survey and eighth survey since 1990. Not unexpectedly, this survey shows a decline in flying following the economic downturn. Fully 33% of the respondents reported flying less often while only 7% said more. Confirming this decline, surveyors indicated that they were taking an average of 19.7 flights per year in 2007; that bottomed out to 16.3 in 2008 and ended up at 16.6 in 2009. The proportion of flights for business declined from 64% in 2007 to 61% in 2009 with leisure flights going from 35% to 39% in 2009.
Bookings: When it comes to booking flights, travel agents continued to lose ground: their share of bookings declined from 17% in 2007 to 8% this year; booking directly through the airlines' websites rose from 60% to 64% during the same period. Travel websites were flat at 15% – a nod to special corporate incentives, which may explain why booking through work increased from 2% to 8%.
High Flyers: Looking at the rankings of the airlines it's clear that the major traditional U.S. airlines have been falling behind. For example, American, Delta, United, and US Air received overall ratings (combined average of Comfort, Service and Food) between 9 and 11 on the 30-point Zagat scale for their domestic economy class service. Of the major traditional U.S. airlines only Continental broke out of the pack with an overall rating of 15. Relatively new airlines such as JetBlue and Virgin America – flying newer planes with younger crews got much higher ratings (19 and 21, respectively). Virgin America received a 24 for its premium service. As always, ratings for international flights were substantially higher overall. While Continental's international performance scored best among the U.S. majors, category winners are
Singapore (24), Emirates (22) and All Nippon Airways (21) respectively.
Choice Factors: Surveyors' most important considerations in choosing an airline are the following: direct routes (68%), ticket price (61%), seat comfort/leg-room (51%), past experience (49%), time of day (48%) and frequent flier programs (42%). For budget-conscious fliers, Continental and Southwest are this year's winners for Best Value among international and domestic performance, respectively.
"The newer airlines continue to do well in the survey. They are less expensive to operate and can therefore provide better service," said Tim Zagat, CEO of Zagat Survey. "Airlines like JetBlue and Virgin America receive high marks but compared to the other major U.S. airlines, Continental is essentially the only one still doing well."
The full list of winners ranked by overall score includes the following:
Large Domestic Premium Class:21Continental Airlines
Delta Air Lines
Large Domestic Economy Class:19JetBlue Airways
11Delta Air Lines
Midsize Domestic Premium Class:24Virgin America
Midsize Domestic Economy Class:21Virgin America
International Premium Class:28Singapore Airlines
26Cathay Pacific Airways
25Air New Zealand
Virgin Atlantic Airways
International Economy Class:24Singapore Airlines
21ANA (All Nippon Airways)
Air New Zealand
That's Entertainment: This year, surveyors awarded honors for top in-flight entertainment to JetBlue domestically, and Virgin Atlantic internationally.
Best on the Ground: When it comes to the overall airport quality, Portland International was rated No. 1 by surveyors, edging out last year's winner, Tampa International, which is No. 2 this year. Rounding out the top five airports are Detroit Wayne County, Orlando International and Minneapolis/St. Paul International. New York's LaGuardia Airport placed last with surveyors for the third straight survey.
Going Green: As in other fields, American consumers seem eco-friendly with 28% saying that they would be more likely to fly a certain airline if it introduced more "green" practices. When asked which domestic airlines operate in the most "green" manner, JetBlue, Southwest, Virgin America, Continental and Delta, in order, landed the top five positions.
Outtakes: Consistent with prior Zagat airline surveys, passengers were acerbic about the industry, to wit;
About Zagat Survey, LLC
Zagat Survey is the world's most trusted source for information about where to eat, drink, stay and play around the globe, and as such has become a symbol of quality. Zagat Survey rates and reviews airlines, restaurants, hotels, nightlife, movies, music, golf, resorts, shopping, spas and a range of other entertainment categories in more than 100 countries and has been lauded as the “most up-to-date, comprehensive and reliable guides ever published” and as “a necessity second only to a valid credit card.” Zagat content is available in print, on the web, on the mobile web, iPhones, BlackBerry and on TV. For more information, visit ZAGAT.com.
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