Most Loved & Hated Airlines According to Customer Service

Most Loved & Hated Airlines According to Customer Service

By: Customer’s Poet

With so much negative news surrounding airlines these days, here are a list of the top-rated Airline according to customer service.

JetBlue (82) and Southwest (80) are in the lead while Alaska Airlines is close behind at 78.

JetBlue’s low-cost business model and cabin upgrades are paying off, while Southwest’s pricing policies (that include no hidden fees and no charge for a flight change), remain popular with customers.

Alaska Airlines, known for excellent customer service, is in the process of merging with Virgin America. While mergers often cause customer satisfaction problems, hence AT&T with DirecTV, for Alaska Air’s sake let’s hope it continues to improve.

American Airlines is up by six percent despite the viral incident involving a flight attendant violently taking a stroller away from a customer nearly hitting her baby. While our hometown airliner Delta is up seven percent with a 76, just one point above the industry average.

On the other end of the spectrum, United was the lowest-rated of the nation’s big three airlines even after improving by three percent scoring a 70.

At the bottom of the list once again: Frontier (63, down five percent) and Spirit (61, down two percent). People who fly Frontier and Spirit tend to have fairly low expectations for service — they simply want to get from here to there for as little as possible. Let’s just agree that you get what you pay for.

As always be smart, be savvy, and equip.

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Dragged Off Flight Due to Overbooking? Here’s What You Should Know.

By: Customer’s Poet

While United CEO Oscar Muñoz may have issued a public apology, the damage has already been done as the company’s stock is down by as much as 6% in premarket trading. Unfortunately for them, bad news travels fast.

Understanding all the trouble United has gotten itself into over customer service, even after reading that is not usually known for putting customers off of planes, here’s what you should know if an airline asks you to voluntarily give up your seat on an overbooked flight.

According to Popular Mechanics, airlines do have the power to remove a traveler from a plane, for any reason they deem necessary. When you purchase an airline ticket, you are entering into a contract, known as a “contract of carriage.” Few consumers exercise their right to get a copy of the lengthy document, much less read it, but they might reconsider that after this week’s United fiasco.

If you did not know your rights as an airline customer in the US, here are a few in regards to overbooking according to the US Department of Transportation:

Overbooking is not illegal. Most airlines overbook their scheduled flights to a certain extent in order to compensate for “no-shows.” Passengers are sometimes left behind or “bumped” as a result. When an oversale occurs, the Department of Transportation (DOT) requires airlines to ask people who aren’t in a hurry to give up their seats voluntarily, in exchange for compensation. Those passengers bumped against their will are, with a few exceptions, entitled to compensation.

Voluntary Bumping

DOT rules require airlines to seek out people who are willing to give up their seats for compensation before bumping anyone involuntarily. Here’s how this works. At the check-in or boarding area, airline employees will look for volunteers when it appears that the flight has been oversold. If you’re not in a rush to arrive at your next destination, you can give your reservation back to the airline in exchange for compensation and a later flight. But before you do this, you may want to get answers to these important questions:

• When is the next flight on which the airline can confirm your seat? The alternate flight may be just as acceptable to you. On the other hand, if the airline offers to put you on standby on another flight that’s full, you could be stranded.

• Will the airline provide other amenities such as free meals, a hotel room, transfers between the hotel and the airport, and a phone card? If not, you might have to spend the money it offers you on food or lodging while you wait for the next flight.

DOT has not mandated the form or amount of compensation that airlines offer to volunteers. DOT does, however, require airlines to advise any volunteer whether he or she might be involuntarily bumped and, if that were to occur, the amount of compensation that would be due. Carriers can negotiate with their passengers for mutually acceptable compensation. Airlines generally offer a free trip or other transportation benefits to prospective volunteers. If the airline offers you a free ticket or a transportation voucher in a certain dollar amount, ask about restrictions. How long is the ticket or voucher good for? Is it “blacked out” during holiday periods when you might want to use it? Can it be used for international flights?

Involuntary Bumping

DOT requires each airline to give all passengers who are bumped involuntarily a written statement describing their rights and explaining how the carrier decides who gets on an oversold flight and who doesn’t. Those travelers who don’t get to fly are frequently entitled to denied boarding compensation in the form of a check or cash. The amount depends on the price of their ticket and the length of the delay. Here are the rules:

• If you are bumped involuntarily and the airline arranges substitute transportation that is scheduled to get you to your final destination (including later connections) within one hour of your original scheduled arrival time, there is no compensation.

• If the airline arranges substitute transportation that is scheduled to arrive at your destination between one and two hours after your original arrival time (between one and four hours on international flights), the airline must pay you an amount equal to 200% of your one-way fare to your final destination that day, with a $675 maximum.

• If the substitute transportation is scheduled to get you to your destination more than two hours later (four hours internationally), or if the airline does not make any substitute travel arrangements for you, the compensation doubles (400% of your one-way fare, $1350 maximum).

• If your ticket does not show a fare (for example, a frequent-flyer award ticket or a ticket issued by a consolidator), your denied boarding compensation is based on the lowest cash, check or credit card payment charged for a ticket in the same class of service (e.g., coach, first class) on that flight.

You always get to keep your original ticket and use it on another flight. If you choose to make your own arrangements, you can request an “involuntary refund” for the ticket for the flight you were bumped from. The denied boarding compensation is essentially a payment for your inconvenience.

If you paid for optional services on your original flight (e.g., seat selection, checked baggage) and you did not receive those services on your substitute flight or were required to pay a second time, the airline that bumped you must refund those payments to you.

As we all know, when it comes to rules, there are a few conditions and exceptions. Please visit the US Department of Transportation for more details.

As always be smart, be savvy, and equip.

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Turkish Airline Crew Successfully Delivers Baby Mid Flight, Mom Was 28 Weeks Pregnant

By: Customer’s Poet

Talk about Customer Service.

According to the Huffington Post, the crew of the Turkish Airline flight from Guinea’s capital of Conakry to Ouagadougou, Burkina Faso delivered a passenger’s baby mid-flight. Yes. I said they delivered a baby at 42,000 Feet altitude. I’m sure they did not learn this in med school.

The new mom was 28 weeks pregnant at the time of birth ad cleared to fly with a note. Yet, her daughter could not wait any longer.

Fortunately, the newborn and mommy were taken to a hospital in Ouagadougou, Burkina Faso’s capital. They have been report as doing well.

As always be smart, be savvy, and equip.

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Blind Woman & Service Dog Kicked Off American Airlines Flight, Crew Calls Her a Danger to the Flight

Blind Woman & Service Dog Kicked Off American Airlines Flight.png

By: Customer’s Poet

As if American Airlines needed anymore unhappy customer reviews. Here’s the story of their former customer named Sue Martin.

According to Action News Jax, Sue Martin and her service dog Quan of Franklin, Maine, were traveling to San Diego earlier this month when they tried to take a connecting flight with her husband from Washington, D.C., to Dallas.

After noticing there was no room for her dog near her seat, Sue to switch seats or upgrade to first-class but was denied by American Airlines reps. Fortunately for Martin a first class passenger willing gave up their seat to her and Quan. Little did she know, this would cause problems.

“The man said, ‘You have to leave the plane,'” Martin told WLBZ. “I asked him why and he said the crew had decided I was a danger to the flight. I’ve never had anything happen like this before.”

Sadly, Martin and service dog Quan left the flight. American Airlines claimed its investigating the matter.

As always be smart, be savvy, and equip.

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Southwest Airlines & System Errors: What You Should Know!

Southwest Airlines & System Errors What You Should Know!

Secret Eyes Presents: Customer Affairs

A True Story of One Customer’s Plight to Save the Customers of Tomorrow

By: Customer’s Poet

“There is no way I’m going to be at the hospital for my dad now”

If you were among the thousands of air travelers stranded due to Southwest’s computer glitch like Evening WGXA News Anchor Amyre Makupson, you know firsthand what it feels like to miss important life events due to unforeseen circumstances.

On July 21, Amyre Makupson waited in line with hundreds at Atlanta’s Hartsfield Jackson Airport to get her flight rebooked. A task which took hours considering Southwest only had one agent for working. Unfortunately, her trip did not go as planned.

“I missed my dad’s open heart surgery after being in the airport 15 hours & I can’t fly til Sunday now”

For a company whose vision is “To become the World’s Most Loved, Most Flown, and Most Profitable Airline” costly computer glitches seem to be synonymous with its brand. Aside from this month’s fiasco, here are some other IT issues that have landed Southwest temporarily.

Southwest Service Outage October 2015

Technology issues with bookings on, the Southwest Mobile app, and at reservations centers/airports caused delays in nearly 300 flights; forcing reps to manually process customer reservations. This system error caused major delays throughout the country in Los Angles, New York, Nashville, and Las Vegas.

Southwest Service Outage June 2013

Although a short term snag, lasting only a few hours, this tech issue caused 60 total flight cancellations and delayed about 250 others.  Most of the affected flights were in Minneapolis, Chicago, Phoenix, Denver and San Diego.

We understand that accidents happen but when is Southwest going to learn from its mistakes and invest in a better IT system. Hopefully sooner than later.

Should you fly Southwest weight your options: Is the deal really worth it?

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What You Should Know Before Flying Air Canada

Secret Eyes Presents: Customer Affairs

A True Story of One Customer’s Plight to Save the Customers of Tomorrow

What You Should Know Before Flying Air Canada

“These may be trivial items to them, but they are mine and I would like then back.”

If you have ever traveled and accidentally left something behind these words resonate well. For one passenger of Air Canada flight 570 these words acknowledged fear of their bag being “forever lost somewhere”.

On June 27th, Cindi Scott flew on an Air Canada plane headed to Los Angeles. After exiting the plane, she immediately noticed she left her carry-on tucked under her seat. Unfortunately for her, airport security would not allow her to reenter without a pass. Having no other options, Cindi did what any passenger would do: Go to the Air Canada Counter.

Having high hopes that they would be able to quickly retrieve her bag, Cindi was quickly slapped with a rude awakening as her only option was to fill out a claim report and wait. After 2 weeks of no results, Cindi took matters into her own hands. She made multiple phone calls to customer service, emailed the CEO and other company officials, and utilized the company online chat (considering she has a day job).

By week three Cindi’s efforts proved unsuccessful. To add salt to the wound, not only was she spoken to unprofessionally by Air Canada customer service while seeking an update but she was hung up on.

“I know they don’t care, that’s the issue. I feel helpless and beyond sad, I have to try to replace everything, plus I fly to Canada every month and this hurts me as I have to try to not fly them anymore.  It’s just been a terrible experience all together.”

Seeking resolution for Cindi’s ordeal, Secret Eyes assigned reps to handle the case. A few calls and research later, this is what our reps discovered:

Air Canada Reps seem to be unhappy and lacked enthusiasm for their jobs

After calling multiple customer service lines, our reps spoke with a rep named Asal who used the “First of all…Second of all” approach to guide us in the right direction. Taking Asal’s advice, our reps spoke with Neel in claims whom had a foreign accent, lack of enthusiasm, and seemed by the book. He offered nothing more than “I have no updates at the moment”.

Air Canada has an F Customer Satisfaction Index Rating

According to, Air Canada had a total of 180 gripes with only 10 being completely resolved. With the latest gripe occurring a month ago.

Air Canada Corporate was a Dead End

After contacting the Benjamin Smith office regarding Cindi’s claim, our reps received a return call from Richard whom stated he was over Air Canada’s Claims Department. According to Richard, due to the nature of the way Cindi’s bag was lost, the company would not be held liable. He even used an example of a bag being stolen off of a bus by a passenger. To protect himself, he also called from a blocked number.

In the end, Air Canada lost a loyal customer in Cindi for the price of refusing to call the gate and not attempting to retrieve her sentimental bag before it was lost for good.

If you’re thinking of flying Air Canada, be sure to check in your baggage to hold them liable should it come up missing and hold your carry-on bags close.

As always be smart, be savvy, and be well equip.


Love Secret Eyes Everywhere?

Join the hundreds of other Secret Eyers and support the movement!

Help Secret Eyes Spread the word of improving customer service by passing the message forward!