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J.D. POWER AND ASSOCIATES RELEASES AIRLINE REPORT ON FREQUENT BUSINESS TRAVELERS: TOP PRIORITY ON-TIME PERFORMANCE

 AGOURA HILLS, Calif., Nov. 23 /PRNewswire/ -- The J.D. Power and Associates annual, independently funded study of frequent business travelers reveals that while on-time performance is the single most important factor, a number of other factors also contribute to overall customer satisfaction. The study looks at satisfaction on both the price-competitive short haul and service-competitive long flights. Ranking at the top of this year's long-haul flight index is TWA. And, at the top of the short-haul ranking is Delta Airlines.
 This J.D. Power and Associates study ensures that airline carriers know where they rank in the eyes of passengers relative to their competition in customer satisfaction terms. The J.D. Power and Associates 1994 Domestic Airline Business Traveler Satisfaction Study(SM) is based on nearly 24,000 evaluations by frequent business travelers and includes all domestic carriers that account for over 2 percent of flight operations.
 Other factors of importance to frequent business travelers, in addition to on-time performance, are: scheduling/ticketing issues, the aircraft's interior, flight accommodations and gate check-in and boarding. Issues of specific relevance to those business travelers on long flights are: in-flight amenities and seating comfort.
 "The major carriers must take note of the message being sent by business travelers," commented J.D. Power III, president and founder of J.D. Power and Associates. "Frequent business travelers have higher expectations. Meeting or exceeding those demands is vital to revenue and load factor objectives."
 Airlines ranking at or above the industry average in the short-haul flight category are: Delta (121 index score), TWA (109), United Airlines (106), American Airlines (100) and Northwest Airlines (100). J.D. Power and Associates does not reveal the index scores for those airlines ranking below the industry average. Airlines below industry average, in alphabetical order, are: America West, Continental, Southwest and USAir.
 For the long-haul flight category, TWA ranked at the top of the list with an index score of 108, followed by American Airlines at 104 and Northwest Airlines at 103. Carriers in the long-haul segment falling below industry average are, in alphabetical order: Continental, Delta, United and USAir.
 Of note in this year's study is that an analysis of the respondents' answers defined short-haul fights as those of 500 miles or less, while long haul are 500 miles or more. In addition, the sample of frequent travelers for this 1994 study includes subscribers to both a major frequent traveler magazine and a flight directory, plus others who are airline-intensive users of a major credit card.
 J.D. Power and Associates is an international marketing information firm with headquarters in Agoura Hills. The firm also has offices in Detroit; Palo Alto, Calif.; Torrance, Calif.; Westport, Conn.; and Tokyo. J.D. Power and Associates is best known for its marketing information, consulting and measurement expertise in the areas of consumer opinion and customer satisfaction.
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 /CONTACT: Patricia A. Patano of J.D. Power and Associates, 818-889-6330/


CO: J.D Power and Associates ST: California IN: LEI AIR SU:

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Publication:PR Newswire
Date:Nov 23, 1993
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