Southwest swept several major categories including: Best Airfare Prices, Favorite Domestic Airline, and Best on Time Service, among others. JetBlue also got top marks while legacy carriers continue to lose their luster, in most part for adding fees. When asked which airline fees are the greatest gouge, readers responded:
- Fees to check a bag (overwhelming at 62%)
- Ticket changing fees (19.3%)
- Booking online vs. in-person (7%)
- Fees for overweight checked bags (4.4%)
- Fees for snacks (4.3%)
"The story this year is really all about the fees and the fact that legacy carriers need to take a lesson from the low cost providers," said Anne Banas, executive editor of SmarterTravel. "We have overwhelmingly received input from our readers that fees are driving purchase decisions, so no surprise that Southwest wins favoritism with no checked bag fees. However, Southwest has spent the better part of a year cementing itself in the minds of travelers as the no-fee carrier and repeatedly skewering competitors in the media, but what travelers don't realize is they are quietly adding fees."
Perception vs. Reality
Some of Southwest's latest additional fees include a $75 in-cabin pet fee, $25 (each way) service charge for children ages 5 -11 traveling alone, $50 fee for 3rd checked bag (up from $25) and $10 for "priority boarding. Additionally, the airline is strongly hinting that its Rapid Rewards program will become more fee-based in 2010
Sign of the Times - Freebies Now a Luxury
Yes, that's right, free snacks and no checked bag fees is now a luxury. When asked who has the best prices, Southwest's (35.8%) and Jet Blue's (9.5%) refusal to add on extra fees for a first-checked bag (Southwest also doesn't charge for a second bag) or in-flight snacks, which can pad the cost of an airline ticket, earned them high marks.
Legacy Carriers get an "F"
When it comes to price, customer service, on-time performance, onboard amenities, and baggage service, US Airways earned the honors of being the worst airline, followed by United, American and Delta. What would make them better? Here's our readers advice:
- Mandatory distribution of hotel vouchers for stranded passengers when airline is at fault (34.8%)
- A 3-hour maximum wait on the tarmac (32.5%)
- Universal enforcement of carry-on bags (21%)
- Creation of a kids-only/family-only airplane section (6.1%)
Get out your Hazmat Suit
With a potentially nasty flu season ahead, readers overwhelmingly felt that US Airways' cabins were the dirtiest. Others who need a visit from Mr. Clean include United and American. Legacy airlines have a lot of work to do to catch up to the standards set by the low-fare carriers, particularly in regard to in-flight experiences that are clean and neat.
More winners from the 2009 SmarterTravel Readers' Choice Awards include:
- Most Comfortable Standard Economy Class Section
Winner: Southwest
Second Place: JetBlue
Honorable Mention: American
- Most Child-Friendly Airline
Winner: Southwest
Second Place: JetBlue
Honorable Mention: Continental; interesting in spite of their unaccompanied minor fiasco
- Best Value Frequent Flyer Program
Winner: Southwest
Second Place: American
Honorable Mention: Delta
- Best Onboard Entertainment
Winner: JetBlue
Second Place: Delta
Honorable Mention: Continental
Full results of the survey here: http://www.smartertravel.com/Readers-Choice-2009
SOURCE SmarterTravel
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