Hate Flying United Airlines and American Airlines? You’re not alone, as both these airlines continue to struggle to compete with Delta Air Lines both operationally as well as on the customer service side.
Per the Motley Fool,
Executives at American Airlines and United Airlines recognize the need to deliver top-notch operational performance and better customer service to remain competitive with Delta. Both carriers have improved across many objective metrics in the past couple of years. Unfortunately, a recently released J.D. Power survey shows that American and United remain far behind Delta in their customers’ eyes.
Delta continues to lead the pack both on operational performance as well as customer service. Delta’s scores continue to climb, whereas American and United both continue to lag.
Delta Air Lines has routinely beaten both of its major rivals, and it extended its lead in this year’s survey. Delta received a score of 767 on J.D. Power’s 1,000-point scale, while American Airlines scored 729 and United Airlines brought up the rear with a score of 708. Delta’s score improved by nine points relative to the 2017 survey, whereas American and United saw their scores decline.
As long as travelers continue to see a wide gulf between the customer experience offered by Delta and that offered by American and United, it will be virtually impossible for the latter pair of carriers to match Delta in terms of unit revenue. Meanwhile, deep cost cuts would degrade the passenger experience and drive further unit revenue weakness in the long run. Thus, Delta’s margin superiority appears to be safe for the foreseeable future.
It’s not only Delta’s operational performance and customer service that keeps Delta ahead. Unit revenue of Delta is much higher than the other carriers.
This doesn’t take into account the airlines loyalty programs, which I think could have the results shifted if this was to compare Delta’s SkyMiles program.
What are your thoughts on flying United and American? Do you “hate” flying them, or do you disagree with this article? Feel free to share your thoughts below.