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Detroit Metro Airport's largest carrier ranks near the bottom in customer satisfaction. A survey of more than 9,300 travelers by J.D. Power and Associates placed Northwest Airlines second to last, just one point ahead of Air Canada.
Power asked travelers about the cost of flying, check in procedures, the appearance of planes and the flight crew.
Northwest said it is addressing unhappiness with planes by removing older aircraft from its fleet. But there may be no short term solution for the dissatisfaction with flight crews. The airlines is asking flight attendants to accept wage concessions as part of its effort to emerge from Chapter 11 bankruptcy. Union leaders say worker morale has never been lower.
At the same time, Northwest gets much better marks from the Department of Transportation. It had the lowest number of customer complaints and the second lowest number of mishandled luggage.
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