JetBlue Retains Its Spot at the Top of Satisfaction Survey

Economy airline JetBlue suffered major public relations nightmares this winter after leaving passengers stranded in planes on the runway and suffering from weather related flight delays, but their overall reputation survived as a report released today by the consumer satisfaction research firm J.D. Power and Associates showed.

In the 2007 North American Airline Satisfaction Study, airlines were measured on overall customer satisfaction using performance in seven areas: cost and fees; in-flight services; aircraft; boarding and deplaning; flight crew and check-in and reservations. Continental Airlines took the top spot in the Traditional Carrier survey with an overall satisfaction index score of 704, and improvement of seven index points from last year, and showed improved scores in six areas, including check-in and costs and fees. Delta Airlines was in second place with a satisfaction index score of 680. The average satisfaction index score for Traditional Network Carriers was 667. The scores are based on a 1000 point scale.

In the Low-Cost Carrier Segment, Jet-Blue retained its number one spot with a satisfaction index score of 810, but Frontier Airlines jumped from number four last year to number two in 2007 with a score of 750 and improvement in all seven areas scored. The average satisfaction index score for Low-Cost Carriers was 748, well above that of the traditional carriers.

According to the study, the amenities that most passengers want during a flight include complimentary meals and in-flight movies, and younger passengers want more high-tech amenities. Of those passengers born between 1965 and 1976, 54 percent want in-seat satellite or live TV and Generation Y (those born after 1976) passengers want in-flight video games.

"Airline passengers want the comforts of home as they fly, and members of Generations X and Y are becoming the new breed of flyers," said Linda Hirneise, executive director of travel practice at J.D. Power and Associates. "They expect to be able to work long hours on their computers and travel with electronic devices such as video games and MP3 players, and want power outlets on airplanes. These passengers also want various modes of entertainment to keep them in a pleasant frame of mind. As airlines look toward the future, integrating the wants and needs of these passengers will become increasingly important."

The study measured the satisfaction of 9653 business and leisure travelers who flew on an airline that earned at least $1 billion in passenger revenue between April 2006 and April 2007.

Source: J.D. Power and Associates Reports:
JetBlue and Continental Continue to Rank Highest in Airline Customer Satisfaction (http://www.jdpower.com/press-releases/pressrelease.aspx?id=2007097)