Zagat Survey finds airline industry customers unhappy

Airline Industry Information, Nov 7, 2005

AIRLINE INDUSTRY INFORMATION-(C)1997-2005 M2 COMMUNICATIONS LTD

Zagat Survey, a provider of consumer survey-based travel and leisure content, has released the results of its 2005 survey of airlines and airports.

The company questioned 5,277 regular travellers and travel professionals about their air travel experiences during the past year and results show that most expressed disappointment. The survey covers 22 domestic and 55 international carriers, rating them on issues such as service, comfort, food and website.

The results are apparently the worst for the sector since Zagat began surveying it in 1990, pointing to an industry in steep decline and a clientele with clear discontent, the company said. Zagat surveyors reported that the major US airlines, facing high fuel costs, aging fleets and difficult labour relations, are "nickel and diming" passengers to make ends meet.

Tim Zagat, co-founder and CEO of Zagat Survey, said that the major US carriers are in trouble and not just financially.

The results, with ratings and reviews, are available in full at http://www.zagat.com.

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