Zagat's 2008 Airline Survey Results Are In

The results of our 2008 Airline Survey are in, and while there were a few positive developments, the industry as a whole is hardly flying high in the public’s eyes.
First, the good news: average overall ratings – factoring in Comfort, Service and Food scores – rose slightly for premium and economy class performance in both the domestic and international ranks. Not surprisingly, premium class showed the most improvement.
And a number of carriers – including Continental, JetBlue, Midwest and Virgin America domestically and Air New Zealand, Cathay Pacific, Emirates, Singapore and Virgin Atlantic internationally – turned in solid performances despite the tough conditions facing the industry.
Still, in the domestic economy ranks, several airlines again scored better for their websites than for their in-air performance. And the 9,950 surveyors who participated continued to express a high degree of airborne discontent (read some of their comments here).
Other survey highlights:
– Among large domestic airlines, Continental was voted No. 1 in premium class while JetBlue took top honors for economy. Looking at just the U.S. “Big Six” – American, Continental, Delta, Northwest, United, US Airways (soon to be “Big Five” with the merger of Delta and Northwest) – Continental led in all categories, as it did in ’07. It was also deemed the best value among all airlines for international flights.
– Among midsized domestics, Virgin America, the low-cost, high-style newcomer launched by Richard Branson in 2007, continued to impress, ranking No. 1 in premium and No. 2 – after winner Midwest – in economy.
– Singapore Airlines keeps gaining altitude: it topped the international ranks in both premium and economy classes for the ninth Survey in a row.
– Delay-weary fliers cited Southwest as having the best on-time performance among domestics. Southwest was also saluted for offering the best value domestically as well as the best website, frequent-flier program and luggage policy.
– Top in-flight entertainment honors went to JetBlue domestically, Virgin Atlantic internationally.
– When booking, 60% of surveyors use airline websites, while only 4% call the airline. Sites such as Expedia, Travelocity and the like are used by 18%, while 9% book through work and 8% use a travel agent.
– 65% of surveyors use their frequent-flier miles for free flights; 25% use them for upgrades; and 10% don't use them.
This year’s Survey included 17 domestic airlines and 68 airlines that fly internationally. Each surveyor took an average of 16.3 flights per year, for a total of 162,000 annual trips; 38% were for leisure, 62% for business.