Tough Economic Conditions Lead to Decline in Satisfaction, Although Airline Timeliness Improves

WESTLAKE VILLAGE, Calif., June 30 /PRNewswire/ -- Alaska Airlines ranks highest in customer satisfaction among traditional network carriers, while JetBlue Airways ranks highest among low-cost carriers, according to the J.D. Power and Associates 2009 North America Airline Satisfaction Study(SM) released today.

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The study measures overall customer satisfaction based on performance in seven measures (in order of importance): cost and fees; flight crew; in-flight services; aircraft; boarding/deplaning/baggage; check-in; and reservation. Carriers are ranked in two segments: traditional network and low-cost. Traditional network carriers are defined as airlines that operate multicabin aircraft and use multiple airport hubs, while low-cost carriers are defined as airlines that operate single-cabin aircraft with typically lower fares.

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 Dale Haines, senior director of the travel practice at J.D. Power and Associates.