Quote:
Originally Posted by hoboman27
The thing about those is that people who leave comments are more likely to have had negative experiences. Doesn't mean they are not valid, just heavily skewed.
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There's certainly some truth to that. Which is why benchmarking against peers is typically used to get a true and fair picture of customer feedback via social media.
Unfortunately... on the same site...
Portland PDX
Lots of recent reviews, almost all in the past two years are 10/10 with very positive, glowing comments.
http://www.airlinequality.com/airport-reviews/portland-airport/
Vancouver YVR
Lots of recent reviews. Wide range of comments. 2016 rankings have some complainers giving 3s and 4s, but many positives with 8, 9, or 10 out of 10.
http://www.airlinequality.com/airport-reviews/vancouver-airport/
(For
Edmonton, there's an insufficient volume of feedback for comparison.)
Calgary YYC
Since the Oct 31 opening, a single truly positive review, two okay, and a barrage of really bad. Lots of peoole giving 1s, 2s and 3s out of 10. Overwhelmingly negative, with similar themes. Their ratings are almost the inverse of PDX's, with a surprising number of ones.
When YYC is faring worse than many of its peers on the same website, it would seem to reinforce that YYC does have a customer experience problem... and that it shouldn't be ignored
The same 'comparison' idea holds true for airline reviews on this same site. You could look at Air Canada Rouge on that site and write off the almost exclusively bad comments by saying "well it's just a bunch of cranks and angry people". But comparatively, Rouge is hated, Air Canada mainline is tolerated, and WestJet generally liked.