This Glassdoor report may also be particularly useful given the 2009 JD Power study that shows overall customer satisfaction in 2009 has declined for a third consecutive year, now at a four-year low. The decline is driven by decreased passenger satisfaction with in-flight services, flight crew and costs and fees, compared with 2008.

First, insight into where employees are least satisfied among airline carriers that have also been evaluated by JD Power. United Airlines tops that list — scoring the lowest according JD Power and employee reviews on Glassdoor. The legacy carrier rates 2.0 according to JD Power and just garners a low 1.9 company rating according to employees.  American Airlines comes in as the second least favored airline by employees garnering a modest 2.7 company rating on Glassdoor and moderate JD Power rating (3.0). Third lowest rated airline among employees is Air Canada which holds a 2.8 approval rating but holds a 3.0 consumer rating based on JD Power reports.  Among the hundreds of company reviews for these airlines, there are some illuminating comments about why the companies receive such low marks from its own brethren:

In advice to senior management, a United Airlines Flight Attendant writes: “Find someone to lead that is invested in employees, customers, and the business. When employees are happy, customers are happy, and business is good. Simple business model.” (Location n/a)

“The only good thing left is the free flights, when you can get on a plane….” – American Airlines Middle Management (DFW, TX)

“I have worked at Air Canada for 11 years and for the last 9 air canada senior management has made it very clear that they feel air canada would be a much better airline if they could just get rid of all their employees.” – Air Canada Customer Sale & Service Agent (Montreal, QC)

But it’s not all doom and gloom in the airline industry – there is hope for less stressful travels. According to JD Power the top traditional network airline to travel with in terms of overall satisfaction is Alaska Airlines – given a 3.0 (neutral) rating by employees .  However, Continental Airlines receives high marks from both JD Power and employees on Glassdoor.  But it’s Southwest Airlines that garners a very satisfied (4.7) rating from employees – the highest of all airlines reviewed here (and the #1 Best Place to Work overall). Have a look at a few of the reasons these carriers garner positive feedback from employees:

“Alaska promotes a real family atmosphere, but it’s more preach than practice sometimes.” – Alaska Airlines Management (Seatac, WA)

“I wouldn’t have stayed over 20 years if I hated the place!” – Continental Airlines Team Leader (Houston, TX)

“Southwest Airlines is the best company that I have ever worked for… Our direct supervisors are great and truly encourage us to do our best…..It feels as if you want to make them proud!” – Southwest Airlines Reservations (location n/a)

You can see below how other airlines ranked according to JD Power or Glassdoor employee company reviews as well as see the approval ratings for each respective company CEO.

Do you have a favorite airline? Are you planning to travel by air this holiday season, and what do you expect from your airline of choice?

* JD Power looks at reservation experience, check-in experience and boarding/deplaning/baggage experience. JD Power rankings: 5.0 = Among the best, 4.0 = Better than most, 3.0 = About average 2.0 = The rest

** Glassdoor employee company ratings evaluate: career opportunities, communication, compensation & benefits, employee morale, recognition & feedback, senior leadership, work/life balance, and fairness & respect. Glassdoor ratings: 5.0  = very satisfied, 3.0 = neutral, 1.0 = very unsatisfied

Ratings Reveal Which Airlines To Fly Or Avoid This Holiday Season is a post from: Glassdoor Blog

Related posts:

1. Southwest and Continental Score Highest with Employees
2. United Lands Continental Airlines In Merger: What Do Employees Need To Know?
3. Glassdoor Q3 CEO Watch List Report: Highest and Lowest CEO Approval Ratings Reveal Employee Opinions May be Influenced by Proximity to CEO

In terms of employee satisfaction, Southwest ranked the highest low-cost airline and Continental received top score as traditional network leader. But when it comes to customer satisfaction, JD Power reports that JetBlue ranks #1 for low-cost airlines and Alaska takes the lead as the traditional network airline. As we dug deeper into our airline employee reviews and ratings, we found four of the airlines (Alaska, JetBlue, Northwest and Southwest) had Glassdoor ratings that were significantly different than their JD Power ratings.  Although JD Power gave JetBlue and Alaska Airlines perfect scores, workers gave them neutral scores.

To help show why Southwest and Continental rate so highly by employees check out some of these comments:

Continental Airlines

CEO Larry Kellner’s Approval Rating: 77%

“Pros: Best reasons to work for Continental are the Benefits, Work Schedule and People I work with!!

Cons: Schedules change every month and base on senority you may have to work Holidays. However, there is always a way to change your schedule to hold days off. Dealing with Passengers who are not familar with the rules of the airline industry and become confrontational is hard to deal with. Carry on baggage has been an issue during boarding. Also having to deal with cramped seating during a long, full flight.”

“Pros: I see the world and get paid for it. Most of my coworkers are fantastic people and we have a lot of fun working together. I’m a reserve flight attendant which is what every flight attendant will be the first few years so you never know what you’re going to fly. Sometimes it’s exciting and sometimes it can make you crazy.

Cons: Being on reserve and dealing with crew scheduling. Reserve life is like being back in college. There are days you will just sit around and wonder if you’re going on a trip and then there are times when you’re used so much you just sleep on your layover and relax.”

Southwest Airlines

CEO Gary Kelly’s Approval Rating: 89%

“Pros: Southwest is the “Disneyland” of the airline industry. Our corporate structure and business model reflect excellency and efficiency within the industry. We at Southwest are proud to work for a company that cares as much about its employees as our customers. It shows in the way we do business. Our moral is high, due to excellent leadership and the high standards we hold, regardless our position within the company. Management is excellent as well. Communication and a healhty, happy work environment add to our happiness as well as job security. Our benefits are the best; our compensation above average. No wonder we are known as the “LUV” airline!

Cons: I see no downside of working at Southwest. I am grateful to work in a time when so many are unemployed.”

“Pros: This is a company that TRULY puts its Employees first and puts a lot of effort towards maintaining a fun-loving attitude in the workplace. Not only does the company know how to have a good time, but they are extremely supportive in helping you find the department and position which truly suit you best and serve your interests.

Cons: The only downside I can think of is that the salaries might be a little lower than market average, but I believe that is more than offset by the level of job security and the extremely generous benefits packages offered.”

It’s not all too surprising to see why the employees at these two airlines speak so favorably of the company. However, we discovered that working at an airline is not for the faint of heart — it was common for employees to mention the well-known cyclical nature of the industry.

At the end of the day winning a JD Power customer satisfaction award does not automatically equal out to winning employee support.   So for those packing their bags and getting ready to hit the runway, keep in mind that golden rule because you just never know when a happy employee may in turn mean a happier you.

Southwest and Continental Score Highest with Employees is a post from: Glassdoor Blog

Related posts:

1. United Lands Continental Airlines In Merger: What Do Employees Need To Know?
2. Ratings Reveal Which Airlines To Fly Or Avoid This Holiday Season
3. Arizona’s 50 Largest Employers Rated By Employees; Southwest Airlines Flies To The Top