Alaska Airlines, JetBlue Top Airline Satisfaction Survey
WESTLAKE VILLAGE, Calif., May 14 (UPI) —Flying on major North American airlines was a more enjoyable experience this past year thanks in part to high customer satisfaction with Alaska Airlines and JetBlue Airways, a survey released Wednesday indicates.
The J.D. Power 2015 North America Airline Satisfaction Study found customer satisfaction with major North American airlines was up five points from from a score of 712 on a 1,000-point scale to 717. On traditional carriers, customer happiness increased from 683 to 691, and on budget carriers that number increased from 763 to 766.
Airlines were scored on a seven factors, including cost and fees; in-flight services; boarding, deplaning and baggage; flight crew; aircraft; check-in; and reservation.
The survey found that when customers choose to fly an airline because of its services rather than cost or scheduling, the overall satisfaction with the experience is higher. These customers are more likely to return to the airline.
“Many airlines realize that they are not in a commodity business and that hospitality and service go a long way in differentiating them from the other airlines,” said Rick Garlick, global travel and hospitality practice lead at J.D. Power. “Hospitality and service impact loyalty and return on investment with a high percentage of loyal passengers who are better advocates for the airline.”
Among traditional carriers, Alaska Airlines ranked highest for the eighth-consecutive year with a score of 719. Delta Air Lines was second with 709 points and American Airlines was third with 700.
JetBlue Airways was No. 1 in low-cost carriers for the 11th year in a row with a score of 801. Southwest was second with 781 points.
J.D. Power interviewed 11,354 airline passengers between April 2014 and March 2015 to conduct the survey.