Location, location, location
When it comes to in-flight seating, most air travelers gravitate toward one of two locations: the window or the aisle. One interesting fact from the study is that, among customers who are assigned to a middle seat, satisfaction averages 16 points lower than among customers in a window or aisle seat. This impact is magnified among members of frequent flyer programs of traditional network carriers, as satisfaction among these frequent flyer passengers falls to 20 points below the segment average. In comparison, among non-members of frequent flyer programs who are assigned to a middle seat, satisfaction decreases to just two points below the segment average.

Another pain point for air travelers is the in-flight meal. Though many carriers have done away with this popular benefit completely (or have charged what many travelers consider to be unreasonably high prices) to cut costs, among passengers of traditional network carriers, 65 percent indicate that complimentary meals is the in-flight amenity they would most like to have. Approximately 56 percent of passengers of low-cost carriers say the same.

Traditional Network Carrier Rankings
Among traditional network carriers, Alaska Airlines ranks highest in the segment for a third consecutive year, and performs particularly well in six of the seven measures: flight crew; aircraft; boarding/deplaning/baggage; check-in; cost and fees; and reservation. Continental Airlines and American Airlines, respectively, follow Alaska Airlines in the rankings. Continental Airlines performs particularly well in the in-flight services measure.

Low-Cost Carrier Rankings
For a fifth consecutive year, JetBlue Airways ranks highest in the low-cost carrier segment. JetBlue Airways performs particularly well in two of the seven measures: aircraft and in-flight services. Following JetBlue in the segment rankings are Southwest Airlines and WestJet, respectively. Southwest Airlines performs particularly well in the cost and fees and reservation measures. WestJet performs particularly well in the check-in; boarding/deplaning/baggage; and flight crew measures.

About the study
The 2010 North America Airline Satisfaction Study measures customer satisfaction of both business and leisure passengers with major North American carriers. The study is based on responses from more than 12,300 passengers who flew on a major North American airline between April 2009 and April 2010. The study was fielded between May 2009 and April 2010.

For More Information:

• View North America Airline Ratings
• View Other Travel Ratings
• Read More Travel Articles
• Read the 2010 North America Airline Satisfaction Study Press Release
• Follow JDPower.com on Twitter