Midwest, US Airways Bookend List
The secret to happy airline passengers? Cookies and leather.
Midwest Airlines and upstart carrier Virgin America may lay claim
to offering the highest overall quality to travelers among US
airlines, according to a Zagat Survey.
The Associated Press reports Midwest -- best known for offering
fresh-baked chocolate-chip cookies on its mainline flights -- took
top honors among economy-class airlines. Those surveyed praised the
carrier's "extraordinarily helpful" staff and "excellent
value."
The Oak Creek, WI-based low-cost carrier also took top honors in
other years, most recently in 2005, according to spokeswoman Betsy
Haworth.
As for premium carriers, the survey found Virgin America --
which has only been flying three months -- offers the best overall
experience. Curiously, the airline also tied for second-place in
the economy category; Virgin America bills itself as a low-cost
airline, while offering leather seats and inflight entertainment
systems.
"Midwest has been running essentially a business-class airline
while charging economy class rates," said Tim Zagat, CEO of the
survey firm. And Virgin is "a totally new airline, with new
equipment and young, happy campers as a crew."
Further down the list, most US airlines saw decreases in their
rankings over past surveys -- a reflection of growing passenger
dissatisfaction with the airline experience, according to Zagat.
Only Continental and Southwest improved their standings since the
company began surveying passengers in 1990.
"They exemplify what good management can do for an airline,"
Zagat said. "It's not hopeless."
As for the worst travel experience, US Airways took the "prize"
in both economy and premium categories.
"We're never pleased to be at the bottom of a survey," said US
Airways spokeswoman Valerie Wunder. "We expect that we'll
dramatically improve our ranking in a survey like this next time,"
adding the airline recently began offering new meals on some
flights, and is revamping its planes and operations.
Zagat surveyed almost 7,500 frequent fliers, who flew an average
of 19.7 flights per year. Topping the list of passenger complaints
were cancellations and delays, and "feeling like you're being
treated like an animal in a cattle car."
A full 60 percent of those surveyed say they favor some kind of
passenger bill of rights legislation; only five percent opposed
such a law.
Respondents also rated Tampa International Airport as the best
US airport, followed by Denver International and Minneapolis-St.
Paul. The worst is New York's LaGuardia, according to Zagat.