TWA Flies High In Airline Survey

Trans World Airlines hasn't done a good job of making money the past few years, but it's been doing a great job of keeping its customers satisfied, according to a respected survey of frequent travelers.

The airline took top honors for long-distance flights in the annual J.D. Power and Associates/Frequent Flyer magazine customer satisfaction survey released Tuesday. America West Airlines won for shorter flights of less than 500 miles.

"Even in the midst of recent airline alliances, both (airlines) have managed to distinguish themselves from the pack by putting passengers first and providing superior service to their frequent travelers," said Jonathan Meigs, publisher of Frequent Flyer magazine.

TWA ranked well in on-time performance, scheduling and airport check-in. The airline was also rated highly for the interior of its aircraft, its frequent flier program, food service and after-flight services.

Last year's top long-haul airline, Continental, moved into second place in the 1998 survey, followed by United, America West and American. Airlines that fell below the industry average for passenger satisfaction, in alphabetical order, were: Delta, Northwest, Southwest and US Airways.

Continental ranked second in short-haul customer satisfaction, followed by TWA, Southwest and US Airways. Falling below the industry were, in alphabetical order: American, Delta, Northwest and United.

The survey was based on nearly 6,000 flight evaluations by readers of Frequent Flyer magazine, representing a national sample of frequent fliers who average 27 U.S. round trip flights each year.

The high rating marks a remarkable high point for TWA after a long and bumpy ride for the airline.

After two trips to bankruptcy court in the 1990s, TWA seemed to be regrouping early in 1996, but then Flight 800 crashed in July while flying from New York to Paris. The cause of the crash remains a mystery.

The nation's eighth-largest carrier lost $285 million in 1996 and $111 million in 1997. In the first quarter of 1998, it lost $55.5 million.

To reduce costs, the St. Louis-based airline announced last summer it was cutting about 1,000 jobs, or 4 percent of its work force.

Still, TWA chief Gerald Gitner credited employee efforts with improving customer service. TWA improved from 10th in on-time performance in 1996 to second in 1997. Under U.S. Department of Transportation rules, a flight is considered on-time if it reaches the gate at its destination within 15 minutes of schedule.

And the carrier has been flying a new fleet. Since mid-1996, it has replaced about 20 percent of its aircraft.

In the short-haul category, America West was ranked the best for the second consecutive year, and Cohen said the airline "continues to raise the bar for everyone."

America West, based in Tempe, Ariz., emerged from Chapter 11 bankruptcy four years ago and has been prospering along witmost of the other U.S. carriers. The nation's ninth-largest airline had its best year ever in 1997, racking up $75 million in profits.

The customer satisfaction survey praised America West for its on-time performance, schedule, airport check-in, seating comfort, gate location, and its frequent flier program.

By Karen Schwartz