WORLD'S BEST AIRLINE NAMED AT ANNUAL AWARDS

[bmc]

The Sydney Morning Herald, 6 April 2009

Cathay Pacific has edged out Singapore Airlines to be named the world's best airline in the annual Skytrax awards.

Qantas slipped from its position as the world's third best, but stayed in the top 10 at number six.

The annual Skytrax awards are among the most highly regarded in the industry, with the results based on surveys of more than 16 million air passengers conducted over eight months.

Skytrax chief executive Edward Plaisted praised Cathay for its performance, pointing out that the airline has won the award three times in the last ten years.

"A factor behind the Cathay Pacific win is clearly the consistency of product and service that they provide to their customers," he said. "Not only are Cathay Pacific satisfying their passengers onboard flights, but the ratings they achieved for their airport operations in Hong Kong also played a considerable part in this success".

Malaysia Airlines was awarded for the world's best cabin staff, the sixth time the airline has won the award in the past ten years.

Singapore Airlines won for best first class, Etihad for best business class and Qatar for best economy class.

In the southern hemisphere, Qantas was named best airline Australasia with the best low cost airline Australasia award going to Jetstar. AirAsia won best low-cost airline overall.

"AirAsia is not only one of the pioneering low cost airlines in Asia, but also the first pure low cost to launch long haul operations (having recently started flying between Malaysia and the UK) and many will be watching this carefully to see if such transformation can be successful" said Plaisted.

Qantas's first class lounge at Sydney Airport was named the world's second best, after Thai Airways lounge in Bangkok.

Airline of the Year 2009
1. Cathay Pacific
2. Singapore Airlines
3. Asiana Airlines
4. Qatar Airways
5. Emirates
6. Qantas
7. Etihad Airways
8. Air New Zealand
9. Malaysia Airlines
10. Thai Airways


Best cabin staff
1. Malaysia Airlines
2. Asiana Airlines
3. Thai Airways
4. Singapore Airlines
5. Cathay Pacific


Best in-flight entertainment
1. Emirates
2. Singapore Airlines
3. Virgin Atlantic
4. Cathay Pacific
5. Qatar Airways

Best first class
1. Singapore Airlines
2. Emirates
3. Qatar Airways
4. Cathay Pacific
5. Thai Airways

Best business class
1. Etihad Airways
2. Singapore Airlines
3. Virgin Atlantic
4. British Airways
5. Air New Zealand

Best economy class
1. Qatar Airways
2. Asiana Airlines
3. Air New Zealand
4. Singapore Airlines
5. Malaysia Airlines

[RVR6000]

Its sad that no north american airline made that list.

[bmc]

Making that list means spending money on product. If you spent the money on product, you force your competitors to do the same. If everyone upgraded their products, everyone's costs have gone up and you may not experience any gain in market share.

If anything, North American carriers are spared of that expense, so from a carrier perspective, it's a blessing.

You can thank the low cost model for keeping the travel experience where it sits today.

[squawk 7600]

Can someone please staple those award results to Calin's forehead so everymorning when he is brushing his teeth, he will be reminded the real reason he was brought in to run Air Canada.

Since Canada is considered one of the best Countries in the world, wouldn't it make sense the airline that bears it's flag, should also be considered one of the best Airlines in the world?

[mbav8r]

I'm surprised that JAL's not on the list, not that I know what their service is like. I just figured any airline that the CEO and President makes less money(including bonus) than one of their Captains, they would have a bunch of money to throw at service.
http://www.youtube.com/watch?v=nPrh6DyRV_g
http://www.youtube.com/watch?v=PjeTTQKRfWU
http://www.youtube.com/watch?v=r8ATOARgLO8

[bmc]

Can someone please staple those award results to Calin's forehead so everymorning when he is brushing his teeth, he will be reminded the real reason he was brought in to run Air Canada.

Since Canada is considered one of the best Countries in the world, wouldn't it make sense the airline that bears it's flag, should also be considered one of the best Airlines in the world?

And where is the money going to coming from?

[godsrcrazy]

Can someone please staple those award results to Calin's forehead so everymorning when he is brushing his teeth, he will be reminded the real reason he was brought in to run Air Canada.

Since Canada is considered one of the best Countries in the world, wouldn't it make sense the airline that bears it's flag, should also be considered one of the best Airlines in the world?

And where is the money going to coming from?

Why does it take any more money then these people already get paid to improve Best Cabin Staff. As far as best service when you improve cabin staff, service usually comes with it especially when you charge for almost every thing you provide. I don't see were it say's best free cabin service.

[mbav8r]

Simple, when upper management takes millions in bonuses after all the employee groups gave so much. You end up with a bunch of employees who simply don't give a s--t, thus you end up with poor service.
imho

[bmc]

Simple, when upper management takes millions in bonuses after all the employee groups gave so much. You end up with a bunch of employees who simply don't give a s--t, thus you end up with poor service.
imho

1. How many upper management people take millions?

2. Any chance of seeing the 60 year old flight attendants with jet black died hair wearing maternity uniforms being replaced?

[tonysoprano]

You can thank the low cost model for keeping the travel experience where it sits today.

Thank you bmc. I'm glad someone who is qualified and unbiased made that comment. Have a look at that list. Not very many of those companies face too much competition from LCCs. Add to that the fact that they are either in emerging markets or government aided companies and it's not hard to provide world class service. In the old days, prior to the Walmartization of our industry, in N.America you had companies like Pan AM and TWA which were considered world class. Even AC's first class service was considered world class. That service no longer egsists. All N.American companies have had to deteriorate the service to compete. Prices have come down and or the service has too.

[squawk 7600]

bmc,

Better customer service would be a good start. Then perhaps Air Canada would gain some of their lost customers back from the competition. The more people that fly on Air Canada, the more money it will make. It's a pretty simple model really. Having a good product would also give the employees that long lost "job satisfaction", thus creating an even better atmosphere and increased customer service. The two feed off one another, and are essential in the success of any business. But this has long been lost, and I'm not sure when it actually happened. And until AC realizes this and stops worrying soley about the share holders, WestJet is going to continue to kick the shit out of AC. WestJet has it all figured out, why can't AC get it straight?

[tonysoprano]

My two cents from what I see as an employee inside big red: AC still manages to fill airplanes. Load Factor and service are actually not the problem despite what is drivelled on and on about here on this forum. Everyone has their "bad AC service story" but AC has an extensive, loyal customer base which is by and large very happy with the service and schedule. The problem, as has been stated at nauseum, is that with exception of once or twice in recent years, AC has had careless or incompetent management who are out to fill their own pockets and not those of the company. WJ does what they do very well for the kind of customer they fly and have built up a loyal customer base as well and yes at the expense of AC. But there is still lots of room for both to make money and continue growing. The difference is that one has a competent management and the other doesn't. Someday, with any luck, we'll see the potential of AC come to reality. There is no other option. Just a matter of time.

[Tango Romeo]

Its sad that no north american airline made that list.

Sad yes, surpised no.
Most North American carriers treat their passengers like cattle. Don't get me wrong the ride is safe and comfortable (most of the time), but in comparison to some of the airliners listed above, few North American airlines extend that level of service and overall quality.
l'am very surprised to see few European carriers in the listings this year. Usually you'll see more of KLM and BA...oh well.

Tango-

[bmc]

I think AC is a good airline. I have not flown business class on AC in a long time, but I did fly longhaul in economy and it was no different than any other European airline. It was better than AF by a long shot, but that really isn't saying much. No better or worse than LH, KL, SK. Much better than Swiss or Austrian. I have a collection of experiences in AF business class that are embarrasing to that airline. Personally BA is my favorite business class airline. As for coach long haul, AC is good when compared to the others.

I have every reason to hate big red. I was with CP. That was long ago and far away. Today, I have a lot of admiration for AC. To me, they were one of the first international low cost network airlines out there. The first was Aer Lingus. Both airlines had to make dramatic difficult decisions and they had the balls to take them.

Bitching about AC is a national pass time. Maple syrup on snow. Breaking up ice on the Red River. Complaining about AC.
Whining about management making millions is about dumb as whining about airline pilots being paid too much. However, disgruntled employees are never a good thing for passengers to see. I saw it and listened to it on a ZRH-YUL sector (it was a wet lease last fall for six weeks). Keep the dirty laundry away from passenger ears. It never looks professional.

[bmc]

Its sad that no north american airline made that list.

Sad yes, surpised no.
Most North American carriers treat their passengers like cattle. Don't get me wrong the ride is safe and comfortable (most of the time), but in comparison to some of the airliners listed above, few North American airlines extend that level of service and overall quality.
l'am very surprised to see few European carriers in the listings this year. Usually you'll see more of KLM and BA...oh well.

Tango-

I take these awards with high suspicion. This one comes from Asia Pacific, so it's no big surprise that the carriers that won have big operations there.

[bcflyer]

Its sad that no north american airline made that list.

Poeple have mentioned that lack of LCC competition as well as government funding as a reason for these companies making the top 10. I'm very surprised nobody has mentioned that the majority of those companies have no unions. Before I get jumped on, I have no problem with the idea of a union protecting the workers, but in my opinion they have gotten too strong in North America. Everyone knows its just about impossible to lose your job at most NA carriers and the level of service by some employees reflects that near invincibility. If AC had the ability to arbitrarily apply restrictions on F/A's, force out lazy ground handling personel, fire unpleaseant CSA's, they would likely score much higher in the international arena.

[tonysoprano]

So to follow that reasoning, WJ, SW, RyanAir and Easyjet should all have world class top notch service and be somewhere on that list.

[RVR6000]

Personally I think a lot flight attendants give up and don't have much passion left for the job after 10-15 years in service. Does AC have any programs to get fresh new FA every few years and move the older FA to a desk/counter jobs. Some might find this observation offensive, for that I apologize.

[tonysoprano]

...funny cause they all seem pretty good to work with and generally I find they have a great attitude even after thirty years. Tell ya what, they sure have a better sense of humor than most of the young blood. I guess you're always going to get some that have given up or never even had it. It's a big group. Also bear in mind that these folks can only provide as good a service as the company and the suppliers give them to work with. Why don't we focus more on the bigger problem such as the terrible quality of food we get from Carra and the fact that our management has removed First class and gone with a much downgraded "business class".

[bmc]

... and the fact that our management has removed First class and gone with a much downgraded "business class".

What markets could sustain first?

[tonysoprano]

I think some of our orient and believe it or not some European. If BA offers it to LHR, we should too. If Cathay offers it to HKG, we should too.

[bmc]

BA took F off of YUL-LON a couple of years back. If the 744 is on YYZ, they'll have F. Same with YVR. YYC and YUL are B777's.

As for CX, not sure about that. Converting airplanes and launching/maintaining a new product is costly. The F markets are limited and it could work if you close cycle the airplanes on those routes.

BA's first is OUTSTANDING. They upgraded me in SIN one night. The longest nonstop sector in the BA network. 13 hours. I drank the wine menu. Every time the flt attendant came along and asked if Mr.M would like some more St.Julien, I said " No thank you. I would now like to try the ...". Boarded, put on the pijamas, and started into the wine. I can be a real class act sometimes.

[tonysoprano]

Haha. Yeah I can just picture you in the pj's and your smoking jacket sipping on a fine red at 35,000'. Um, from what I recall, AC only had first on a few selected routes worldwide and now it's completely gone which brings me to the point I was making earlier about how service has changed in this part of the world perhaps attributable to "the new way" of doing business. In other words, competing with the low costs. However, if we are competing with a company on aroute who provides first, then I think we should do the same. The average joe in economy at AC is complaining. You can imagine what our "elite" are saying. Especially the ones that have been around and use to the old system. Having said that we get much praise as they deplane and say goodbye to us. Thank you.

[squawk 7600]

Tony,

So it sounds like it's not a customer service issue with AC, but an upper managment problem. How long before someone finally says enough already, forget what the shareholders think...lets get this company back on it's feet. From what I understand, Jazz has done a good job of refineing and streamlining, maybe their management group would be better qualified to bring this miss under control.

[tonysoprano]

Good question squawk. and I agree with your Jazz comment. I'm sure if and when the right people take over, you'll see a different mentality (?). We have always said it starts from the top. Yes unions share some blame in some areas. I have seen it. But the biggest problem is top down. Hey, maybe you're right. Jazz management should take over. Uh. Naaaaa.