Zagat Rates Best And Worst US Carriers

Wed, 21 Nov '07
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.