Known for offering cheap airplane tickets and cheap vacation packages, US Airways reputation was further enhanced by customer service ratings compiled by the DOT (Department of Transportation)for the months of April, May and June. US Airways came in first in on-time reliability and customer satisfaction among Americas five major legacy airlines.
Other major legacy airlines that were compared to US Airways were American, Continental, Delta, and United.
US Airways ratings mark a significant turnaround for an airline whose name as recently as 2007 was synonymous with customer service problems.
US Air ranked first in on-time performance in the second quarter, with over 83 percent of its flights arriving within 14 minutes of their scheduled time. It also lead its legacy competitors by averaging less than 2 complaints for every 100,000 passengers.
While positive customer recognition bragging rights are nice, US Airways decided in 2008 that one of the ways it was going to turn around its negative customer perception issue was by offering a financial incentive to its employees. US Airways employees are able to earn a $50 bonus in each of three categories (on-time performance, baggage handling, and customer complaints) every time the airline is ranked first when compared to its four legacy rivals in monthly DOT figures.
US Airways employees earned $100 bonus in June for finishing first in on-time performance and for having the least customer complaints among its legacy competitors.
Maybe more airlines should similarly financially incentivize their employees to demonstrate superior customer service.
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