The two companies just earned high ratings for customer service from the 2017 Temkin Experience Ratings, a yearly ranking of companies according to responses from 10,000 consumers across the United States.
Out of 10 airlines included in the ratings, Southwest came out on top – as it has every year since the Temkin Ratings debuted in 2011, with the exception of 2015, when JetBlue bested them.
AirTran Airways and Virgin America took the second and third spots this year, with JetBlue falling to fourth place, and Spirit Airlines ranking last. While Southwest rated 73% for customer experience, bargain airline Spirit only scored 50%.
But overall, the airline industry as a whole saw an improvement in their ratings for customer service, improving nine points over 2016, jumping from an average of 56% to 65%. Out of the 20 industries on the survey, the airline industry placed 14th, showing plenty of room for improvement in 2018.
Marriott brands take first and second place
Out of 23 hotels included in the survey, Courtyard By Marriott took first place, earning a customer service rating of 77% and coming in number 38 out of 331 companies across 20 different industries. Second place was a tie, with Fairfield Inn, Marriott, and Radisson each scoring 76% and ranking 47th overall.
At the lower end, Motel 6, Airbnb, and Days Inn filled out the last three spots, with ratings of 57%, 56%, and 54%, respectively.
Bruce Temkin, managing partner of Temkin Group, said the hotels and rooms category is an ever-shifting field. “Unlike most other industries, there are no clear customer experience standouts in [this] category. The leaders change every year, which leaves the door open for any of the chains to become the industry standard for customer experience.”
Co-branded credit cards increase value for Southwest and Marriott
Both Marriott and Southwest offer popular co-branded credit cards for customers who want to earn rewards, make their money go even further, and have better experiences when travelling. The cards let folks earn points that can be redeemed for free flights, free rooms, preferred boarding, and upgraded customer service.
Read Also Related News
If you’re familiar with travel rewards credit cards, you probably already know that Chase Sapphire is one of the most popular ones out there. Their Ultimate Rewards program offers cardholders a one-to-one value when transferring points...
As wonderful as rewards credit cards are, one of the problems with them is that if you don’t take action to redeem your rewards, you won’t get any benefit from them. In order to enjoy the numerous benefits of credit card rewards,...
If you like traveling in style, you’ll be interested to know that American Express and Delta Private Jets have teamed up to offer elite travelers a new suite of luxury benefits. Under a recently announced partnership, Delta Private...
At my local bank there was an advertisement that if one enrolls in Alaska airline credit card and spends $1000 in the first 3 months then a travel companion could fly free. Is this still in effect? Does it apply to international trips and 1st class? Does the flight need to be Alaska airlines/ Virgin airlines?
Currently, the Alaska Airlines credit card has the following offer: “Annual companion fare from $121 ($99, plus taxes and fees from $22) after you make $1,000 or more in purchases within the first 90 days of your account opening”. This benefit will qualify for a round-trip coach Companion Fare on Alaska...
I once had the US Airways credit card, then the airlines merged with American Airlines and my card transitioned into the AAdvantage MasterCard with a higher annual fee and without companion pass. I use the card one year and then closed it because I don’t fly with American Airline often. Now I am looking for a credit card without an annual fee. What are my options?
You may like one of the regular travel rewards credit cards offered by major banks. Travel rewards credit cards allow earning miles on all purchases. The cards also have one-time sign up bonuses which may be enough for a domestic flight. There are credit offers without annual fees, the other offers come with rather low...
I had the US Airways MasterCard back in 2013 but had to close it because I got divorced and had some troubles with keeping up with my credit cards fees. I’m back on track now and would like to apply for this card again but can’t seem to find it anywhere. Can you help?
The US Airways Premier World MasterCard is no longer offered. US Airways removed their credit card after merging with American Airlines. Today you can apply for one of the AAdvantage credit cards offered by Citi or for a regular travel rewards credit card. Both types of credit cards will allow you to earn miles and redeem...
Have Jetblue discontinued their free checked bag offer? I have the Jetblue MasterCard and don't have this benefit.
JetBlue still has the one free checked bag perk but not everyone can get it. First of all, the members of TrueBlue program will be able to get their first checked bag free if they've reached Blue Plus level or Blue Flex level, provided the checked bag is under 50 pounds (22.68 kg). Then, cardholders of the JetBlue Plus...