Alaska Airlines ranks highest in customer satisfaction among traditional network carriers, while JetBlue Airways ranks highest among low-cost carriers, according to the J.D. Power and Associates 2009 North America Airline Satisfaction Study(SM) released today.
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.