Low-Cost Carrier Rankings
For a fourth consecutive year, JetBlue Airways ranks highest in the low-cost carrier segment. JetBlue performs particularly well in two of seven measures: aircraft and in-flight services. Following JetBlue in the segment rankings are Southwest Airlines and WestJet, in a tie. Southwest Airlines performs particularly well in the cost and fees and reservation measures. WestJet, included in the study for the first time in 2009, performs well in the boarding/deplaning/baggage; check-in; and flight crew measures. Southwest Airlines is the only airline in the 2009 study to improve from 2008.
“It is particularly impressive that JetBlue has ranked highest in the highly competitive low-cost carrier segment for four consecutive years,” said Haines. “However, competition in the low-cost carrier segment is heating up, with Southwest Airlines and WestJet closing the gap with JetBlue.”
Traditional Network Carrier Rankings
Alaska Airlines ranks highest in the traditional network carrier segment for a second consecutive year, and performs particularly well in five of seven measures: flight crew; aircraft; boarding/deplaning/baggage; check-in and reservation. Continental Airlines and Delta Airlines, respectively, follow Alaska Airlines in the rankings. Continental Airlines performs particularly well in the in-flight services and cost and fees measures.
“Alaska Airlines has made notable improvements in the courtesy and knowledge of its check-in staff from 2008,” said Haines.
About the Study
The 2009 North America Airline Satisfaction Study measures customer satisfaction of both business and leisure travelers with major North American carriers. The study is based on responses from more than 12,900 passengers who flew on a major North American airline between April 2008 and May 2009. The study was fielded between May 2008 and May 2009.
For More Information:
2009 North America Airline Satisfaction Study
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