Jul 06 2009
2009 JD Power North America Airline Satisfaction Study
JD Power & Associates has just released their 2009 North America Airline Satisfaction Survey measuring overall customer satisfaction of both vacationers and business travelers.
The survey found that overall customer satisfaction with the airlines has declined for the third year in a row while the rate of on-time arrivals has increased, according to the Bureau of Transportation Statistics (BTS).
Ratings were based on overall satisfaction and the experience during the reservation process, check-in, boarding, de-planing, baggage, aircraft, flight crew, in-flight services, and cost/fees.
Low Cost Airlines:
JetBlue Airways was ranked as the number one low cost airline providing the highest overall customer satisfaction followed closely by Southwest Airlines as number two. Westjet came in as number one for the ‘check-in experience’ as well as the ‘boarding, de-planing, and baggage experience’ while Southwest was number one for the ‘reservation experience.’
Traditional Network Airlines:
Alaska Airlines was ranked as the number one traditional network carrier with the highest overall customer satisfaction rate followed by Continental Airlines as a close second. Continental Airlines was the number one airline for ‘cost & fees’ as well as for ‘in-flight services.’
