airlines

Alaska Airlines, Delta Garner Top Performer Recognition

Alaska Airlines and Delta Air Lines are the top performers this year in a study by J.D. Power.

Alaska has held the top spot for 10 consecutive years, with an index score of 765. The airline performs particularly well in all seven factors of the study. Delta Air Lines improved in all seven factors, according to the North America Airline Satisfaction Study for 2017.

Among low-cost carriers, Southwest Airlines ranks highest for the first time with a score of 807, performing particularly well in all seven factors. JetBlue Airways ranks second (803), improving in six of the seven factors.

Lower fares, better on-time performance, fewer lost bags, and the lowest bump rate ever recorded have contributed to steady improvement in overall customer satisfaction with North American airlines, according to J.D. Power. The study reveals that overall satisfaction has increased by 30 points, up to 756 on a 1,000-point scale.

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Airlines still rank among the bottom tier of most service industries tracked by J.D. Power -- far lower than North American rental car companies or hotels -- but things are improving.

The average North American airfare fell 8.5% in 2016 to $349, helping to drive satisfaction levels in the cost and fees factor in the study to the highest level since 2006. Improved on-time performance, fewer lost bags, historically low bump rates and high scores for flight crews also contribute to the overall increase in airline customer satisfaction.

Social media is the traveler’s feedback tool of choice. Among business travelers, 21% posted a comment about their airline experience on social media, while 8% of leisure travelers did the same. It is worth noting that nearly three-fourths of social media comments are described as “positive” by those posting. The most commonly used social media platforms are Facebook (81%) and Twitter (41%). When an airline responds to any social media post — whether it’s positive or negative — there is a noteworthy 121-point lift in passenger satisfaction.

Finally, regarding those inflammatory recent incidents, the study found that although bumping occurs infrequently, it significantly affects satisfaction. However, when there are delays, such as those caused by weather or mechanical issues, satisfaction levels fall by 101 points when a traditional carrier is delayed and by 59 points when a low-cost carrier is delayed.

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