Company News

Alaska & Southwest Best Airlines at Customer Experience

GoodAveragePoorAccording to a new study done by the Temkin Group, a customer experience research and consulting firm, Alaska Airlines and Southwest Airlines currently provide the best “customer experience” of any U.S. airline.  The study, which included a survey of 10,000 U.S. consumers, evaluated three areas of customer experience, rating how functional, accessible and emotionally satisfying consumers find them.

Both Alaska Airlines and Southwest rated the highest at 68%, eight points above the industry average. The next airlines in the ratings were: AirTran Airways (65%), JetBlue (64%) and Delta Airlines (63%).  US Airways ranked the lowest at 45%.

The highest-ranked airlines are Alaska Airlines and Southwest Airlines, both with a rating of 68%, eight points above the industry average. Alaska Airlines increased five points from 2012 while Southwest Airlines dropped five points.
The next airlines in the ratings, in order, are: AirTran Airways (65%), JetBlue JBLU (64%), and Delta Airlines DAL (63%). The report is available at

Here’s some more travel news you can use:

  • Today at Chicago’s O’Hare Airport, American Airlines introduced a new bag check-in system for departing passengers.  The new self-tag system with its own set of dedicated check-in kiosks will allow departing passengers who don’t need assistance from a customer service agent to check in their own baggage, print out baggage tags and avoid having to wait for an agent to do all of this.
  • What’s the world’s unfriendliest nation for tourists? Yep, you guessed it, Bolivia. Yeah, Bolivia. Where Mike Tyson once said he wanted to fade into. Venezuela and the Russian Federation were next on the list published by the World Economic Forum.  At the other end of the spectrum were Iceland and New Zealand.  In Iceland, they’re just happy to see you…or anybody for that matter.  And in New Zealand, well, who wouldn’t be happy in New Zealand.
  • Coming soon to an airport gift shop near you:  A new Lego machine that makes and launches paper airplanes. Whether this is actually “travel news you can use” is questionable.  But what the hell, it looks fun.