CAC 101/Pt III

You're probably wondering why I left you hanging yesterday when I told you about Delta Airlines winning the 2008 Green Cross for Safety Medal and First Transit winning for year 2009?

Well, if you remember, I gathered that info straight from First Transit/First Group's website.

And it got me to thinking.

Why would First Transit even want to bother mentioning Delta Airlines on their site? What is the comparison, besides safety?

Safety IS very important and definitely should be at the top of the list. So in that sense, the medal is certainly deserved for both companies. And that, in and of itself, merits mentioning.

But what happens when you look at customer satisfaction surveys?

W

H

O

O

A

H!!!!!!!!!!!!!!

You ok?

That was a sharp drop-off there.

OK, so let's look at a few sites and stats on the airline industry/Delta Airlines and see those results.

'Airline Customer Satisfaction Nosedives: Dismal" ' by Dave Carpenter, May 20, 2008.
According to the Huffington Post, the University Of Michigan conducts annual surveys of the airline industry, among other industries. The survey showed the airline industry with the worst grades since 2001. On a scale of 1- 100 here's the stats-
Southwest Airlines 79 points,
AA/Continental 62
Delta 60
Northwest 57
United 56
US Airways 54

Here's what Yahoo finance has to say-
According to the University of Michigan's annual survey for 2009-
"customer satisfaction rose 3.2% (airline industry)earlier this year, the first increase in 6 years..."
"The increase came as the number of passengers dropped and airlines reduced flying".
"Passengers checked fewer bags as luggage fees became more common, making it easier for airlines to keep track of the bags that remained..."
"And if fewer passengers are the reason for the improved satisfaction score, imagine how happy they'll be this year, when the FAA expects domestic boardings to fall 8.8%".
Claes Fornell, a University of Michigan business professor and director of the research center that compiled the customer satisfaction data on airlines and other industries, said "traffic drop-off appears to have as much to do with airline improvement as any action taken by the airlines. The study noted that even though airlines showed some improvement, their average score of 64 was good enough for a tie with newspapers but lower than other industries measured, including utilities (74), the Postal Service (82), expedited delivery companies (82), movies (70), and cellular phone service (69)".

Delta Airlines received a score of 64 for 2009 in the customer satisfaction survey.

So what does Delta have to say about themselves?

According to THEIR website, on the Awards and Recognitions page they have a list of some of their accomplishments, including-
April 2008- Green Cross for Safety Medal from the National Safety Council, outstanding achievement in safety and health, community service, responsible citizenship, and a superior record in advancing safety and health practices.
July 2008- Best Domestic airline for 1st class service, Best Frequent Flyer Program (domestic), and Best airline for Airport lounges in the world- presented by 'Executive Travel'.

So what exactly is Delta Airlines NOT getting when it comes to customer satisfaction?

I know they have a tough industry and not that many places to cut corners but....

when you start charging for pillows, up the price on drinks (remember when you used to get 2 complimentary drinks?), charge for baggage checked, take away the little "lunch bags" that we picked up for FREE in the jetway (and were handed the leftovers if available), LOSE my luggage, don't give me a free night's stay at a hotel and a meal when you overbooked the flight, don't offer me reduced fare or $$$ for going on stand-by- not to mention delays and cooling our heels for HOURS waiting in line to enter or exit the "skyway"- just WHAT exactly do you want from me?

Now I see why they advertise their safety record and mention NOTHING of customer satisfaction!

Meander back to First Transit with me...

First Transit/Sun Metro has made TREMENDOUS strides in the acquisition of new buses and parts the last couple years. The buses are more on-time and with the new ramp style the newer buses have fewer missed rides (refusals) for persons in wheelchairs. YAYYYYYYYY!

But wait...

B

L

O

O

P!

How come the customer complaints have not significantly reduced?

I'm sorry, but I DON'T believe the stats in the monthly director's report that is submitted to the Mass Transit Board meeting and Citizen's Advisory Committee (CAC) for that board.

I've seen stats showing less complaints than people I have talked to that I KNOW called in a complaint. I know this because there have been times when it was ME calling in and a couple other reliable sources- and the numbers don't match!

How come when I call in a complaint and I ask for a call back with results/solutions to their investigation I HAVE NEVER RECEIVED A CALL ON ANY OF MY COMPLAINTS?!?!?!

How come I'm told to ask for a reference # to track the complaint, and other times I'm told that's not necessary as I can just use my name for reference?

Why can't we get an across-the-board policy on this simplest of tasks?

I just want straight answers.

BTW- last year I had to vote on the budget that Sun Metro submitted for FY2009. Not that that really matters because it's the MTDB's vote that really counts- but they used the CAC majority vote as a recommendation from us in their presentation to the MTDB at the budget hearings. For those that don't know- I voted "Nay", along with another member. They had just gotten the ball rolling on issues that should have been dealt with all along, went over-budget their first year under contract etc- yet they wanted a pay increase! Not on MY watch!

Soon after this they asked for extra money in case fuel prices jumped higher and STAYED that way (they didn't stay as high, plus they would have a locked-in price anyway so....), even though Representative Eddie Holguin tried to put the breaks on that.

Oh, then they raised the fares and transfers!

And us customers went from the first set of 'temporary' bus stops downtown, to another, then to where they're at right now. Yes, at least we have benches and shelters- but the sidewalk is not fit for bus loading and unloading, especially throwing in wheelchairs into the mix. I will delve into these issues in a further post.

So, I guess the moral of the story for First Transit/Sun Metro is...

In place of good old-fashioned customer service-

either have the vendors that sell chips and pop on the corners by the buses downtown sell alcohol

OR put in a really cool lounge in the Transfer Terminal for your customers. Get us good and soused. Things will look rosier all-around.

Who knows, your customer satisfaction stats might rise and you might win an award for that...

just like Delta Airlines!

Have a nice day!