R.E.S.P.E.C.T., find out what it means to me

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With apologies to Aretha, the Spring 2004 Online Customer Respect Study of 36 airline, travel and leisure firms found that when it comes to respecting the customer in the online environment, some of our faves just aren’t cutting it.

On a scale of 1 to 10, here’s how they shaped up, according to a press release from The Customer Respect Group, which conducted the study:

Hotel/Resort Name Overall

Marriott International, Inc. 7.8

Hyatt Hotels & Resorts 6.9

Starwood Hotels & Resorts 6.4

Radisson Hotels & Resorts 6.1

Caesars Entertainment, Inc. 6.0

Harrah's Entertainment, Inc. 5.6

Hilton Hotels 5.0

Wyndham Hotels & Resorts 4.9

MGM Mirage 4.2

Mandalay Resort Group 4.1

Boyd Gaming Corporation 3.9

Trump Hotels & Casino Resorts, Inc. 2.9

Hotel/Resort Average 5.3

Airline Name Overall

Northwest Airlines Corporation 7.8

Spirit Airlines 7.5

Alaska Air Group, Inc. 7.4

ATA Airlines, Inc 7.3

American Airlines 7.0

Delta Air Lines, Inc. 7.0

JetBlue Airways 7.0

US Airways Group, Inc. 7.0

Continental Airlines, Inc. 6.8

UAL Corporation 6.3

America West Holdings Corp. 6.2

Southwest Airlines 5.2

Airline Average 6.9

Travel Firm Name Overall

Orbitz 8.3

Hotwire 8.3

Expedia 8.2

Priceline 8.1

Travelocity 7.3

Cheaptickets.com 7.0

Carlson Wagonlit 6.4

Hotels.com 5.2

WorldTravel BTI 2.8

Travel Firm Average 6.8

Travel Solution Firm Overall

GetThere 5.1

Sabre Airline Solutions 5.0

Travel Solution Average 5.1

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