Here are some of the results of Zagat’s 2009 Airline Survey covering 16 domestic and 73 international airlines, as well as 30 domestic airports. The survey incorporates the opinions of 5,895 frequent fliers and travel professionals.
Top-Rated Large Domestic Airline – Premium Seating: Continental Airlines
Top-Rated Large Domestic Airline – Economy Seating: JetBlue Airways
Top-Rated International Airline – Premium Seating: Singapore Airlines
Top Website: Virgin America
Best In-Flight Entertainment – Domestic: JetBlue Airways
Best In-Flight Entertainment – International: Virgin Atlantic Airways
Best Consumer On-Time Estimates – Domestic: Southwest Airlines
Top-Rated Midsize Domestic Airline – Premium Seating: Virgin America
Top-Rated Midsize Domestic Airline – Economy Seating: Virgin America
Top-Rated International Airline – Economy Seating: Singapore Airlines
Top Frequent Flier Program: Virgin Atlantic (Flying Club)
Best Value – Domestic: Southwest Airlines
Best Value – International: Continental Airlines
Best Luggage Policy – Domestic: Southwest Airlines
The part that I love the best is the list of comments made by survey participants. Here is a sampling.
Look elsewhere unless Sully is your captain.
Treats occasional fliers like dirt, and treats frequent fliers like a better class of dirt.
Basks in its adequacy.
You have a better chance winning the lottery than trading in your miles for a flight.
The only strongpoint is their website…because it is not human.
Old worn-out birds staffed with old worn-out birds.
Lining up to board, I couldn’t tell if I was at the DMV or the draft board.
I expected a coin slot for the toilet.
Spectacularly unspectacular.
Another contender for the highly prized ‘Passengers Come Last’ award.
Asked why we didn’t have blankets, the steward said, ‘so they could give the executives bonuses.’
The miracle airline…23 wheelchair passengers pre-boarded but only four need them after landing.
If there was any less legroom, I’d have to check my legs.
Watched the seagulls out the window passing us.
Are the seats smaller, or my seat bigger?
The planes are so old the only entertainment is people praying.
At least you don’t have to pay extra to have your luggage delayed.
The way they have synthesized all the bad things about airline travel is practically performance art.
At least cattle are put out of their misery at the end of their trip.
For peanuts and nothing but peanuts, this is your airline.
They still serve bad airline food, so retro!
You’re never #1, but at least you know it from the start.
Cabin staff has been on duty since Sherman sacked Atlanta.
Didn’t know that candy bars qualified as a meal.
Mean people like working here.
Should I have to pay extra for my knees?
The new first-class food is the old economy-class food.
Planes are younger than the crew.
The seat space makes an MRI seem spacious.
Can we identify with them? Unfortunately, yes.
Charlie Leocha is the President of Travelers United. He has been working in Washington, DC, for the past 14 years with Congress, the Department of Transportation, and industry stakeholders on travel issues. He was the first consumer representative to the Advisory Committee for Aviation Consumer Protections appointed by the Secretary of Transportation from 2012 through 2018.
