Southwest and Marriott are best bets for good customer service

by Stephanus Surjaputra on June 12, 2009

With the travel season gearing up, travel agents and travel service providers like airlines and hotels are getting ready to welcome guests. Before you step on that airplane or walk through the door of that hotel, you may want to see how they rank.

Glassdoor.com recently published their rankings of airlines and hotels based on reviews submitted on their site by employees of the airlines or hotels. This site is designed to give an inside look at companies as a place to work. Their rankings tend to predict customer service as well, since a company and CEO that takes care of their employees also tend to take care of their customers.

Among the airlines, Southwest ranked highest with a 4.7 rating and CEO Gary Kelly given an approval rating of 89 percent. United was rated 1.8 and CEO Glen Tilton given an approval rating of 9 percent.

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Among hotels, Marriott was rated highest at 3.6 and CEO Bill Marriott given an approval rating of 74 percent. Rated lowest was Hilton with a 2.8 rating and CEO Christopher Nasseetta given a 12 percent rating.

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Tagged as: airlines, glassdoor, hotels, ratings

  • Bill

    I think they are both reputable companies. However, I notice that Marriott seems to want to “fix” things by either discounting the room rate, giving points, etc, rather than fixing the actual problem.

    It is nice of them to make customer service gestures like that, but if there is a problem and it is not fixed, someone else will have that problem – and furthermore, how can I return to the hotel? Reward points can be compensation for guest inconvenience, but most people I suspect would rather not have the inconvenience.

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