The study measures overall customer satisfaction based on performance in seven measures (in order of importance): cost and fees; flight crew; in-flight services; aircraft; boarding/deplaning/baggage; check-in; and reservation. Carriers are ranked in two segments: traditional network and low-cost. Traditional network carriers are defined as airlines that operate multicabin aircraft and use multiple airport hubs, while low-cost carriers are defined as airlines that operate single-cabin aircraft with typically lower fares.
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