Study shows that when it comes to flying to Europe or Asia price doesn't matter, customer service does
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Michael Taylor, head of J.D. Power’s Travel Intelligence research unit says, “A low fare may be the best way to attract a first-time international passenger but retaining passengers on routes to Europe and Asia is all about delighting customers with great in-flight experiences.” Both American and United, the two other U.S.-based carriers included in the rankings, earned below average scores for their service to Asia. The average score among the 12 trans-Pacific operators was 830. American ranked 8, last, with a score of 808. On trans-Atlantic routes American earned a slightly above-average score of 812 while United scored 809, which also was the group’s average score.
Indeed, it’s particularly hard to deliver tasty meals in flight – and especially at altitudes 35,000 feet and above where international flights typically operate. The higher a plane flies, the more dry the air inside it becomes. Though airliner cabins are pressurized to make it feel to passengers as if they’re only 5,000 to 10,000 feet up, there’s still a lot less moisture in an airplane cabin than on the ground.
But some carriers clearly do a more pleasing job of it than others. Turkish, British Airways, JAL and several other Asian carriers all have earned – and maintained over long periods - good reputations for in-flight food. Good customer service – this is something of a catch-all category that includes attentiveness of flight crew, seating comfort, food and beverage, storage space and more
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