Airline customer satisfaction has increased over the past year after three consecutive years of decline, according to a new survey by JD Power and Associates.
"The fact that overall satisfaction with airlines has improved is particularly notable in light of a difficult economic year in which add-on fees have continued to proliferate and two major airlines have merged," said Stuart Grief, JD Power and Associates VP and GM of global travel and hospitality practice.
Overall customer satisfaction with airlines in 2010 has improved to a three-year high of 673 on a 1000-point scale. The study measured attitudes towards costs and fees; flight crew; in-flight service; aircraft; boarding/deplaning/baggage; check-in and reservation. Both legacy and low-cost carriers were included in the survey.
Due to capacity cuts and a reduction in flights and passengers, on-time performance has improved.
Also, baggage complaints have declined as airlines charge for checked baggage. The study suggests that passengers are accepting this new reality of add-on fees.
However, satisfaction among passengers who are not charged for the first checked bag is 60% higher than those who are charged for the first bag.
Alaska Airlines ranked highest among traditional network carriers in the survey, while JetBlue Airways place at the top among low cost carriers.
This is the sixth consecutive customer satisfaction award JetBlue has received from JD Power and Associates. In addition to other complimentary services, the carrier offers 36 channels of free DIRECTV programming and more than 100 channels of free XM Satellite Radio at every leather seat on its aircraft.
"It's not just the leather seats, the extra legroom, the seatback TVs or the free snacks and drinks that make JetBlue a stand alone company, it's the time and dedication our crewmembers give to each other and to every customer that make our company a leader in service," says JetBlue president and CEO Dave Barger.
JD Power and Associates expects more passengers will be returning to the skies as the economy improves.
"The question is whether airlines will take the necessary steps to improve the passengers experience and build commitment before rising prices and increased passenger traffic negate these efforts," says Grief.
Source: Air Transport Intelligence news
