Zagat’s Best and Worst and “The Miracle Airline”

December 3, 2009 | Uncategorized

One of the great things that happens at the tail end of every year — with the exception of Thanksgiving and Christmas — is the release of a multitude of surveys, all of which tell us what we know already. But we read them anyway since it’s comforting to know we pretty much think the same as everyone else.

One survey I’ve always looked forward to — at least for the past three years — is Zagat’s Airline Survey which covers 16 domestic and 73 international airlines as well as a number of U.S. airports. The ratings are based on a 30-point scale that measures a variety of things including comfort, service and food.

This year’s survey, done online, snared 5,895 frequent fliers and travel agents who, Zagat claims, collectively took 97,600 flights in the past year. Although that’s an average of 16+ flights per person, 33% of these people say they are now flying less often. I can only assume this it due to blisters on their butts.

To those of us who fly a lot it comes as no great surprise that this year the major American carriers — American, Delta, United, and US Air — continued to receive rather dismal ratings for their domestic economy class service, ranging between 9 and 11 on a 30-point scale. Continental received a score of 15.

It’s obvious also that travelers like youth, both in equipment and crews. JetBlue and Virgin America — which fly newer planes with younger crews — received ratings of 19 and 21, respectively.

As is always the case in these surveys, international flights receive substantially higher scores. While Continental scored the highest among the major U.S. carriers, the top ratings for international service goes to Singapore (24), Emirates (22) and All Nippon Airways (21).

As for airports, Portland International was rated #1, followed by Tampa International, Detroit Wayne County, Orlando International and Minneapolis/St. Paul International. New York’s LaGuardia Airport should be commended for consistency — for the third straight year it’s come in dead last.

But the best part of Zagat’s surveys is always the online graffiti — those acerbic remarks left behind by survey participants. This year’s missives include such comments as “basks in its adequacy” and “at least you don’t have to pay extra to have your luggage delayed.”

The best, though, touted “the miracle airline… 23 wheelchair passengers pre-boarded, but only four need them after landing.”

Jim Ferri