Voice of the Customer: Newsweek Blog Scopes Out Readers on Best, Worst Airlines

With this post, I begin a two-part mashup in order to make some points about leadership, employee relations, and service culture within the airline industry. I’ve touched upon this before, but my take on it this time introduces some new material; i.e., the observations of customers of two airlines (Southwest and United) in a recent Newsweek blog piece. This is part 1; let’s get started:

Last week, Newsweek’s Budget Travel blog invited its readers to weigh in with their perceptions of who the best and and worst airlines in the industry are. Have a look; there’s nothing scientific about the responses of course, but I thought it might be fun to quantify and summarize the results a bit, in a little “back-of-the-envelope” analysis that turned out to be pretty interesting.
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