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JetBlue, Alaska Rank Highest In Satisfaction

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JetBlue Airways and Alaska Airlines rank highest in customer satisfaction in their respective categories, according to the J.D. Power and Associates 2011 North America Airline Satisfaction Study.

Carriers are ranked in two segments: traditional and low-cost. Traditional network carriers are airlines that operate multi-cabin aircraft and use multiple airport hubs, while low-cost carriers are airlines that operate single-cabin aircraft with typically lower fares.

For a sixth consecutive year, JetBlue Airways ranks highest in the low-cost carrier segment. The New York-based carrier performs best in two of the seven measures: aircraft and in-flight services. This is the seventh consecutive customer satisfaction award JetBlue has received from J.D. Power and Associates. The airline also ranked highest in satisfaction among all U.S. major airlines in 2005, when low-cost and traditional network carriers were combined in a single category.

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JetBlue attributes the streak to its crewmembers' "tirelessness and dedication to taking care of each other and our customers," said JetBlue president and chief executive officer Dave Barger in a statement. "It's humbling to see that we not only maintained our leadership position, but we also increased our score among the traveling public."

Southwest Airlines improves considerably from 2010 to rank second in the segment. Southwest performs best in satisfaction with four measures: reservation; check-in; boarding/deplaning/baggage; and cost and fees.

Alaska Airlines ranks highest in the traditional network carrier segment for a fourth consecutive year and performs best in four of the seven measures: flight crew; boarding/deplaning/baggage; check-in; and reservation.

Air Canada improves significantly from 2010 to rank second in the segment, while Continental Airlines ranks third.  Air Canada performs best in the aircraft, in-flight services, and cost and fees measures.

The study tracks customer satisfaction of both business and leisure travelers with major North American carriers. The study is based on responses from more than 13,500 passengers who flew on a major North American airline between July 2010 and April 2011. The study measures overall customer satisfaction based on performance in seven measures: cost and fees; flight crew; in-flight services; aircraft; boarding/ deplaning/baggage; check-in; and reservation.

Overall customer satisfaction with airlines has increased for a second consecutive year, but gains are tempered by dissatisfaction with costs and fees, according to the Westlake Village, Calif.-based research company. For both segments, satisfaction has improved from 2010 in nearly all areas of the customer experience, with the exception of cost and fees. Compared with 2010, satisfaction with base fares has declined across every airline.

 

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