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Continental tops air survey
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May 9, 2000: 10:02 a.m. ET
TWA a close second in passenger satisfaction; rest of industry lags
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NEW YORK (CNNfn) - Continental Airlines rated highest among the major airlines in customer satisfaction in 1999, according to a report released Tuesday by two industry watchers.
 According to the survey, conducted by consulting firm J.D. Power & Associates and Frequent Flyer magazine, Continental edged TWA in customer satisfaction for both short-haul flights (of less than 500 miles) and longer flights. Continental also rated first in long-haul flights in 1998.
The study, the result of 6,079 flight evaluations from a national sample of frequent flyers, comes after a record year for airline traffic and passenger volume. The Air Transport Association reported earlier this year that 71.3 percent of its members' seats were filled last year, the best rate in the history of passenger-jet travel.
TWA, which ranked first in short-haul flights in 1998, was a close second in both categories in 1999. Continental (CAL: Research, Estimates) and TWA (TWA: Research, Estimates) were the only major airlines to beat the industry standard in all four of the most important factors affecting customer satisfaction: the airport check-in process, courtesy of flight attendants, and seating area and comfort.
"The industry-leading performances of Continental and TWA can be attributed to their efforts to encourage employees to listen and respond to the needs of their passengers," Mike Taylor, director of travel services at J.D. Power, said in a statement.
Despite the strong performance of the industry leaders, 54 percent of all respondents had some kind of complaint about the flying experience. Most often they complained about arrival delays, which increased 29 percent in 1999 to an average of 53 minutes.
Southwest (LUV: Research, Estimates) was the only other airline to rate above the industry average for overall customer satisfaction for both long- and short-haul flights, thanks to its flight attendants, who were rated the best in the industry. United (UAL: Research, Estimates) beat the industry standard in long-haul flights.
The survey also found that 25 percent of frequent flyers used the Internet for travel planning in 1999, a 56 percent increase over the number using the Net in 1998. 
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