The Best & The Worst Airlines 2008

Wed, Mar 26, 2008 Posted By:Eric Friedman

Brands, Business, Consumers, Interactive Advertising, Internet, Marketing.fm

I’ve been travelling a fair amount lately and I’m beginning to get a little too familiar with the different airlines, airports and even gates. I am now starting to base my travel decisions on which airport and airline has the fastest and most comfortable security and boarding process.

Most Comfortable Experience

Delta at La Guardia is my preffered airline for business travel. The airline have adequate security lines, a comfortable modern terminal, and much bigger, newer planes. If only they had live Direct TV and a better online booking experience, I might call them my favorite.

Best All Around Airline

Personally, I think JetBlue has done the best job overall. They have managed to differentiate themselves from the rest of the pack while creating a very desirable brand. Some of the highlights include: newer planes, better service, cheaper flights, live TV, more legroom, and best of all, you can book one-way or return from a different airport without a surcharge. The also have the most customer friendly, intuitive website which should be a prerequisite for all airlines these days.

Not too long ago, I was delayed on the runway with JetBlue for 3 hours at JFK (as were all planes). Before I could even think about calling customer service, there was a $100 voucher in my email. Instead of leaving a bad taste in my mouth, JetBlue won me over :)

The only problem with JetBlue these days is that their JFK terminal is overcapacity. There are seriously long security lines. The good news is that there will be another new terminal expansion before the end of the year.

Lastly, from a marketing perspective I believe that JetBlue has done the best job of creating a fantastic desirable brand remarkably, without wasting a fortune on traditional advertising. JetBlue has mastered the e-marketing – from its well-timed promotional emails and refined mobile site to its easy-to-use online booking function. I would love to read a marketing case study on JetBlue.

The Worst Airline

I try to stay away from American Airlines as much as possible – I’m not really sure how or why they are still in business (must be the name). This airline takes the cake in all categories: they have the worst lines at the airport, the oldest rundown planes, horrendous customer service, a website from 1998 and the worst in-flight routine. There’s nothing like looking out the window and seeing paint peeling off the wing.
I recently showed up to La Guardia airport for a business trip to Atlanta. After a 45 minute security line, I found out my flight was cancelled. The re-routed me through Chicago and I had to cancel all my meetings for the day. When I asked what my other options were, the gate agent told me to call the 1-800 number (which had a 32 minute wait at 7:45 am) thus ensuring that I will NEVER fly American Airlines again unless I absolutely must. A simple email this morning teling me that my flight was cancelled and what my options were would have gone a long way.

In the ultra competitive air travel market, I really don’t understand how American Airlines could be so poor.

Other Airlines

I hear great things about Southwest and Virgin America. I would love to try them some day.

On another note, Thai Airways has the best food I’ve ever had on an airline. Believe it or not, their pad thai, green curry, and red curry rivals that of many well known Thai restaurants in New York!

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  • They are just looking out for you instead of putting you in danger. really. So really by yelling at the ticket agent, or the attendants, your just making yourself look like an ass. So like harlow has said, Just get over yourselves. And if you want to make it home at a certain time.
  • Anonymous
    don't forget AA's high cancellation charges($150) and baggage fee (starts at $15)
  • The baggage fees are getting a bit ridiculous IMO.
  • jam6255
    July, 2009. I have been flying a lot since 2004. Delta Airlines is the best Airline I have found. Free music, movies, nice planes, attendendants, food for $ is decent. I will only fly Delta if possible.

    Sincerely,
    Janice
  • rocky
    do not use u.s. airways.late flights and very rude costomer service.and i'm easy to please.
  • tech_finance_guy
    I agree with everyone AA sucks but lately United has given them a run for their money as the worst


    I would put my top two at Virgin Atlantic and Singapore. Great experiences regardless of class
    But there is nothing like Virgin Atlantic upper class especially since i did not have to pay for it
  • I can't really compare airlines as I've only flown one.. and that has been Northwest Airlines.
    I fly to the Philippines quite often.. which is roughly 18 hours in the air. Flying Northwest in business class is nice, but the economy class is way too tight for an 18 hour flight.
    I do like the Northwest Hub in Detroit with the indoor tram and easy to navigate airport.
  • Mr. T
    I have to agree with you- American is the worst. Their food is bad, and you have to pay for it. The only thing that is free is drinks, but that isn't good. My on demand videoconsole has frozen a billion times and I have had to call a flight attendant 3 times or more to reset my console when he/her forgets about me. It takes forever to board- security included. Now delta- it has good entertainment- the attendants are really nice and don't forget about you when you have a problem. They have nice planes and they don't smell. Also the food and snacks are complimentary song with the drinks. Also, since northwest has merged with delta, it will be getting 787's, and will be the first to fly the 787's in north America. They are scheduled to start service in nov. 2009, which means fly delta soon, because of the 787's .
  • R Koenig
    I think Air Canada is one of the worst Airlines,never on time,cancellations,Food!!! BAD
    12 hours on the tarmac
  • Jay
    Worst airline ever is Emirates Airlines
  • Steve
    Stay away from US Airways. I have flown them for many years, but they get worse and worse. They are greedy, charging for EVERYTHING, even water on the flight. Their low fares are hidden by baggage fees, etc. Also, forget customer service. If you have a problem, they will find ways to retaliate. In my case, they took away my elite status because I complained about my frail mother's poor treatment on one of her flights (another nightmare story). I am going to find another airline, hopefully one that has more integrity.

    Thank you.
  • I would recommend you try flying Qatar airways and Emirates. Good Quality food. Good entertainment and hospitality. Most comfortable seats in economy to list a few.
    visit
    http://www.qatarairways.com
    http://www.emirates.com
    http://www.smartpricecompare.com
  • Just this week Yahoo! Travel ranked the most reliable and dependable airlines and they found that the discount airlines were the best. JetBlue did very well, but Southwest Airlines was the overall winner.
  • I love JetBlue. I think as long as people keep loving working there - people will love flying on the airline.
  • T. E. Hummel
    The wife and I were on our way to Honolulu but needed to make a connection in Chicago O'Hare Airport. Our flight was delayed for over and hour leaving for Chicago do to what they call a ground stoppage ( fog).
    The pilot of our United Airline informed us shortly after we all boarded, those of us who needed to make a connection, shouldn't have a problem since all flight in and out of Chicago O'Hare was grounded. Our flight left and arrived 20 minutes late in Chicago which left me somewhat comfortable feeling that our connecting flight to Honolulu would still be on the ground. WRONG! Not only did it leave the wife and I stranded but I heard the United flight left 78 other passengers bond for Honolulu scambling for another flight out.

    Trying to find a live person to speak with from United was a joke to say the lease. I found a computer and the ability to speak with a United employee reservationist only after waiting in a line as long as a football field. My move to re-establish a flight out the next day on the same plane was only possible because i made it happen to no thanks or help from United. The pilot shouldn't have make such a statement. This trip was two years in the making and sleeping in a chair all night in O'hare with a wife who is a heart patient isn;t what I call a good start for a long waited vacation. What is sad about this story is, this was our first flight ever on United and it will be our last. Thanks United for all your help!
  • Very sorry to hear about your trouble. This sounds like one awful
    experience - my only hope is that someone from the airlines gets back to you
    and hopefully apologizes and makes up for your situation.
  • Meri
    my hubby booked us some combo deal to vegas for this pass weekend that included taking US ariways to Vegas and United's Ted back. I always take Southwest to Vegas, so easy and you can check 1 bag for free. US airways was ok there, $15.00 ck bag fee, but United back was awful!!!! I cannot stress this enough. Our flight was set to leave at 5:38PM but we didn't actually leave until 8:20PM and arrived in LA at 9:30ish. My friends drove home from Vegas, left after 5PM and still go to LA a good while before we did. They had excuse after excuse, weather, blah blah blah, but the real reason was mechanical difficulties. They wouldn't put us on another flight because they said there weren't any later flights? We could have bought a couple of 1 ways on southwest back for about $149.00 each, but we were patient instead, big mistake. And after all that, we still had to pay $15.00 to check our bag. Yikes, never again!!!!!!! Great job United of turning a 50 minute trip into a 6 hour trip.
  • Steve
    Those of you who list American Airlines as the worst airline have obviously never flown on US Air since they were taken over by the old defunked America West. US AIR absolutely SUCKS,. AVOID them at ALL COSTS !!!!!!!!! They nickle and dime you to death and their service is horrible. Their ticket counter agents are rude, their flight attendents are uncaring; they simply have NO IDEA what customer service is. Unfortunately because I live in Phoenix (Their hub) I am forced to fly them more than I want to. I have preferred status with them. Yet last week when I realized that my return flight was booked for the wrong date, I called them and ask for their help. I was treated the exact same as a person who would have been in my position, but that being their first flight ever. I had already paid $1100.00 for the flight because their were 5 legs on the trip. TO change the date by one day, they tried to sock me an additional $900. GIVE ME A BREAK. I was on the phone with them for nearly 2 hours. I was transfered to 4 different departments and finally ended up talking to a supervisor at the res center which I had asked for 1.5 hrs earlier. Long story short, I (NOT THEM) had to figure out on my laptop while being on the phone with them alternative options for me to save me from their ridiculious $900 addt';l fees. I had to end up flying into MSP instead of Sioux Falls, SD ... but they couldn't figure that out .. I had to figure it out. Fools, simply fools. Then to add insult to injury my itenary said "BRUNCH" on the leg between PHX and MSP because I was in first class. Their brunch was a 1/2 bag of Sun Chips and granola bar. THAT WAS IT .... They don't serve meals in first class anymore. THey flight to MSP was 3.5 hrs ... I sat in my seat for that entire time and tried to come up with ONE reason that I would choose this airline .... I could not come up with one reason. THEY ARE THE WORST AIRLINE IN THE HISTORY OF AMERICA. AVOID THEM AT ALL COSTS.
  • Hollis
    You could add U.S. Airways to your list of baddies. The customer service is the most atrocious I've ever had. When you call the airline to have your seats rearranged BACK to the way you had them when you picked them on the site, the customer service reps tell you that you have to talk to the person at the check in counter. What's the point of phone service if you're not there to help. Their planes are simply gross and they are not cleaned thoroughly for what seems months on end. For example, I had to sit for five hours in a seat that looked as though maybe someone missed the vomit bag and instead aimed for the seat in front of them. Don't get me wrong, it was wiped down, but not thoroughly and I had to stare at it the whole time.
  • Alhadidi
    Worst airline in my opinion is the Syrian Airline
  • RZR
    Felicitas you are an idiot .....Southwest does what they do better than anyone else ...........check the numbers .......stop crying and go spend more money and time on all the other airlines ...you sound like a AA employee .....get a life geez
  • Tej
    hey...your article was interesting. i totally agree with you on american airlines. continental, i think is pretty decent and i havent had any problems with them so far. i have even flown it long haul non stop to mumbai, india.

    i would recommend you try flying jet airways from india which connects sfo, ewr, jfk and toronto to cities of india via their international hub in brussels. they have got brand new 777s and some of the most comfortable seats in economy. they fly from sfo to mumbai via shanghai. try looking up www.jetairways.com for more.
  • Thanks - definitely not a frequent trip for me, but I will certainly check it out if I can.
  • Chicago flyer
    Wait - I take back what I said about AA. ATA was the worst airlines I've used, but they're out of business now.
  • Yes. I lost a coupon from ATA because they were 8 hours late on a flight and I never got to redeem it as they went out of business first...
  • Chicago flyer
    I whole heartedly agree about how bad AA is. I don't fly much at all, not even once a year, but I've even noticed that. It is the cheapest, but it totally isn't worth it. The fact that their lines suck is only exacerbated by the fact that I use ORD.
  • Harlow
    JetBlue and Southwest just fly the gravy routes. They are smart not to fly the crap routes that the Legacy airlines like UA and AA are forced to fly. When all you do is fly from JFK to MIA and JFK to LAS its a pretty easy thing. But when you have to fly in and out of every podunk place in the USA, you are up against every problem in the USA. More planes, more cities, more problems. Any fool could run JetBlue. JetBlue is the Wallmart of America,...before long your legacy carriers are gone,...and you will never see your cousins from Topeka again.
  • Markus S. Tanner
    AMERICAN AIRLINES SUCKS!!! THE STAFF IS RUDE, THE PLANES SMELL AND YOU ARE ALMOST 99.9 PERCENT GUARANTEED TO BE DELAYED...NOT TO MENTION THEY HAVE A REVERSE RACIST...MONTE FORD..WHO HIRES ALL BLACK PEOPLE FROMD HIS CHURCH TO WORK IN THE IT DEPARTMENT...WHEN AMERICAN IS AN NOT AN IT COMPANY...NO WONDER THEY HAVE NO CLUE AS TO HOW TO SERVICE CUSTOMERS....MONTE IS AN EMPLOYEE, AND WAS TRAVELING..AND DEMANDED TO BE PUT IN FIRST CLASS..BUT TRULY..THAT SHOULD NOT BE ANYTHING...AS THERE IS NO DIFFERENCE BETWEEN AMERICAN AIRLINES FIRST CLASS OR COACH...STILL SMELLY SEATS, NO PROPER SERVICE, FROM THE FLIGHT ATTENDANTS, WHO ACT LIKE YOU OWE THEM SOMETHING....AND THE PILOTS WHO SLOWLY DRAG THEIR BAGS BEHIND THEM...WHILE THE FLIGHT IS BEING DELAYED, AS A RESULT OF THE CREW...DOWN WITH AMERICAN AIRLINES...BOYCOTT THEM...THERE IS NOTHING AMERICAN ABOUT THAT COMPANY...
  • Harlow
    Passengers are whiney and complain if the seat covers dont match their jackets. People have nothing better do than groan and complain. I fly alot and see people screaming at ticket agents because their plane is cancelled due to weather delays. I am embarrassed and ashamed for them. People seem to think they are on a cruise or something. Its just a bus with wings, .. get over yourselves.
  • Kadyn
    I agree I believe that AMERICAN are the most embrassing people in the world. WOW.Do we really have to complain about a flight being cancelled due to snow, rain..etc? People would still complain if a flight was cancelled because its too sunny. People can never be pleased they always have to find a reason to complain. it just doesn't really matter! People think just because a flight is delayed doesn't mean that you have to freak out. They are just doing their job to get you home safely to your family. So before you deside to freak think please. They are just looking out for you instead of putting you in danger. really. So really by yelling at the ticket agent, or the attendants, your just making yourself look like an ass. So like harlow has said, Just get over yourselves. And if you want to make it home at a certain time. DRIVE yourself there and back. And do all the work yourself. Cuz then the only person to bitch at if something goes wrong is yourself. And then you would be thankful for taking the airline. And having a delayed flight for a couple of hours or a day.
  • Being mad is quite a state to be in as a customer. People do complain a lot
    - but they also expect a minimum of service. Until you can ignite people to
    talk about airlines in a positive light, the negative snowball will
    continue.
  • American Airlines take the cake for the worst Airlines. They have lost our luggage and cancelled more flights for us than any other Airlnes. And on top of that their service is a joke. Their employees must hate their jobs because it is ever so clear in their service. Southwest is a budget airline but it proves every day it does not matter what you pay for a flight. You pay 25-50% more for American Airlines in our market than Southwest and I never have any issues with Southwest. Southwest is an excellent company. If you are not sure look at the history of the the two companies stocks.
  • approve.
  • Joe
    In regards to the comments made, I must agree that American Airlines is by far the worst airline I have ever used. I was laid over in Sao Paulo, Brazil for two days due to this airline when I was on my way back home to the USA. Sure they put me up in a hotel near the airpot buut they did not bother to do anything else for me. I am surprised that they didn't leave me in the airport like they did the time before when I traveled to Brazil from the USA. They gave me a 800 number which had the longest wait time I have ever had in my life, over an hour and the customer service was horrible. They did not help me in the least bit and they were not willing to compensate for my lost time. I will never fly with American Airlines again. For those who do not like Southwest, you need to study up on the airline industry, Southwest has the highest ratings among its competitors.
  • david
    Southwest is horrible! It's a bargain basement airline with no assigned seats and no flights that go longer than about 1.5 hrs. If you want to get anywhere you have to stop at least twice.

    And if you think any airplane food, thai included, has as good of food as "well known" thai restaurants in new york, you have a terrible pallet or go to the wrong restaurants. Silly things like that make me not respect any of your post.
  • Felicitas
    You should try flying Southwest, which is another case of " you pay for what you barigain for." By far this has been the one airline that I have spent more time grounded, not say the least their aircrafts are old. Do not be surprise if Southwest will follow ATA and Aloha.
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