Northwest Airlines’ Nwa.Com Ranked #1 For Overall Internet Airlines Web Site

Northwest Airlines is the #1 web site for Overall Score among airlines according to the Summer 2000 Internet Airlines Scorecard? just released by Gómez?, a leading authority on the Internet and e-commerce.

“We’re excited about nwa.com and about the growth we’ve seen in this part of our business,” said Al Lenza, Northwest vice president - distribution planning. “It’s wonderful to have those efforts result in a #1 ranking by one of the most respected e-commerce authorities in the business.”


Northwest Airlines’ Nwa.Com Ranked #1 For Overall Internet Airlines Web Site
MINNEAPOLIS/ST. PAUL—(July 7)—Northwest Airlines is the #1 web site for Overall Score among airlines according to the Summer 2000 Internet Airlines Scorecard? just released by Gómez?, a leading authority on the Internet and e-commerce.

“We’re excited about nwa.com and about the growth we’ve seen in this part of our business,” said Al Lenza, Northwest vice president - distribution planning. “It’s wonderful to have those efforts result in a #1 ranking by one of the most respected e-commerce authorities in the business.”

Gómez ratings: Firm Score
1. Northwest Airlines 6.93
2. United Airlines 6.52
3.Continental Airlines 6.27
4. Delta Air Lines 6.24
5. US Airways 5.83
6. Alaska Airlines 5.55
7. American Airlines 5.52
8. TWA 5.50
9. National Airlines 5.02
10. America West 4.90
11. Frontier Airlines 4.61
12. Midwest Express Airlines 4.43
13. Jet Blue 4.11
14. Southwest Airlines 4.05
15. Legend Airlines 3.76
16. Sun Country Airlines 3.64
17. Vanguard Airlines 2.69

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In addition to it’s #1 overall rating, nwa.com also ranked #1 in Customer Confidence and was judged best the best airline web site for both business and leisure travelers.


The complete report can be viewed on-line at: www.gomez.com/scorecards/


Gómez ranks firms by how well they serve each of several customer profiles and by categories, such as Customer Confidence and Ease Of Use. Each Gómez Scorecard is updated periodically and published at Gómez.com.


To be included in the Internet Airline Scorecard, an Airline must offer Web-based transactions, be a domestic US company, and receive at least a “Pass” in Gómez Merchant Certification.Scorecards evaluate firms based on up to 100 or more objective criteria. These criteria are selected by Gómez experts to capture the quality of the Internet delivery of goods and services for a given sector. Examples of specific criteria for the Internet Airline Scorecard include:


Does the Web interface adjust account balances to reflect frequent flyer miles as they accrue, or does it wait until the end of the month?
What are the hours for live phone service? Is it available 24x7?
Can Consumers redeem frequent flyer miles online to purchase an airline ticket?
To determine whether a firm satisfies a specific criterion or not, Gómez experts employ a variety of data collection methods, including:


Thorough, direct examination of the site
Performance monitoring of secure and non-secure pages
Customer service interaction over the telephone and through the Internet
Supplemental questionnaire filled out by the firms themselves
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