JetBlue, Alaska Air Top Airline Satisfaction Ratings (Again)

The latest J.D. Power & Associates consumer satisfaction study has some familiar results – Alaska Airlines is the top pick among traditional carriers while JetBlue tops the discounters.

The study measured consumer satisfaction with discounters at 751 points out of 1,000, a five-year high. Traditional carriers, meanwhile, sank slightly with 651 points.

In the discounters group, JetBlue was first for the sixth consecutive year with a score of 773. Southwest was second with 769, WestJet third with 729 and AirTran fourth with 690.

Among traditional carriers, Alaska scored 680 to take the top spot for the fourth year. Air Canada was second with 678 and Continental third with 661.

The most abysmal scores went to US Airways (625), United (640), Delta (650) and American (656).

For both categories, rankings improved in nearly all areas, except for fares and fees. Satisfaction with base fares declined for nearly every airline although low-cost carriers who don't charge for baggage won plaudits.

The study measures customer satisfaction among both business and leisure passengers of major North America carriers. The study is based on responses from more than 13,500 passengers who flew on a major North America airline between July 2010 and April 2011. The study was fielded between August 2010 and April 2011.

Overall customer satisfaction based on performance in seven measures (in order of importance): cost and fees; in-flight services; flight crew; aircraft; boarding/deplaning/baggage; check-in; and reservation.

'Humbled' 

"We earned this award because of our crewmembers' tirelessness and dedication to taking care of each other and our customers," Barger continued.  "It's humbling to see that we not only maintained our leadership position, but we also increased our score among the traveling public.  We look forward to building on our performance to achieve even greater success next year."