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 | Discount airlines lead in service |
 The quality of airline service is declining, as cost-cutting at the nation's largest carriers has begun to have a measurable impact on the way customers are treated, a new study found.
The best domestic service is being offered by three discount carriers,
according to the Airline Quality Rating released Monday. JetBlue, which
doesn''''t serve the Chicago area, ranked first for the second straight
year, followed by AirTran Airways and Southwest Airlines.
The only large carrier to make the top five was Elk Grove
Township-based United Airlines, in fourth place, its highest ranking
since 1996, when it ranked third. United has been in bankruptcy since
December 2002.
United''''s score was virtually unchanged since last year, when it was
ninth. But other airlines'''' scores fell so much that United moved up in
the rankings, said Dean Headley, an associate professor at Wichita
State University and co-author of the study.
After two years of shedding jobs, slashing payroll and cutting benefits
in an effort to return to profitability, the impact is starting to be
felt at the level where airlines'''' workers serve customers, said
Headley, who has been doing the annual survey since 1991.
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