Vol. V, No. 4, May 2005

  1. Editor's Corner
  2. Twentysomethings = the flavor generation
  3. Too much edu and not enough tainment: back to the future
  4. Reinventing bowling
  5. The first thing we need to do is kill all the accountants
  6. The ultimate lock-in
  7. Silverlake Family Recreation Center renovation
  8. 'Artisan' and 'handcrafted' a major food trend
  9. Chicago's Foundations Entertainment University a great success: July's is just around the corner
  10. The difference between the genders
  11. Agritainment Today e-newsletter coming
  12. Airlines with the most satisfied customers are the winners
  13. Motivating Generation Y workers
  14. BRC Imagination Arts recognizes Lincoln Presidential Library & Museum contributors

[ Index of Previous eNewsletters ]

Airlines with the most satisfied customers are the winners

What do airlines have to do with location-based entertainment facilities? We believe they illustrate the point of an article from last month's Leisure eNewsletter, What a difference 'highly satisfied' makes.

Two quality surveys were recently released on the airline industry - the J.D. Power and Associates' 2005 Airline Customers Satisfaction Index Study and the 15th annual Airline Quality Rating report, by authors Brent Bowen of the University of Nebraska-Omaha and Dean Headley of Wichita State University in Wichita. The J.D. Power's study is based on responses from 2,600 passengers who flew on a major U.S. airline between May and October 2004. The Airline Quality Rating report is based on data collected by the Department of Transportation for problems such as flight delays, mishandled baggage and general passenger complaints.

The two airlines that continue to earn profits while the legacy airlines are losing billions of dollars - Southwest and JetBlue - came in first and second in the J.D. Power's study and first and third in the Airline Quality Rating report (AirTran was ranked second).


JetBlue and Southwest win in quality surveys over the legacy airlines.

We think this is an excellent illustration of the point from What a difference 'highly satisfied' makes, in that high satisfaction levels equate to success, at least if you define success as being the most profitable in your business category.

Vol. V, No. 4, May 2005

  1. Editor's Corner
  2. Twentysomethings = the flavor generation
  3. Too much edu and not enough tainment: back to the future
  4. Reinventing bowling
  5. The first thing we need to do is kill all the accountants
  6. The ultimate lock-in
  7. Silverlake Family Recreation Center renovation
  8. 'Artisan' and 'handcrafted' a major food trend
  9. Chicago's Foundations Entertainment University a great success: July's is just around the corner
  10. The difference between the genders
  11. Agritainment Today e-newsletter coming
  12. Airlines with the most satisfied customers are the winners
  13. Motivating Generation Y workers
  14. BRC Imagination Arts recognizes Lincoln Presidential Library & Museum contributors

[ Index of Previous eNewsletters ]