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Alaska tops rankings

onewithwings

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Alaska tops J.D. Power and Associates rankings

Airline named best North American network carrier for second year in a row
6/30/2009 9:34 am (PT)

J.D. Power and Associates has once again ranked Alaska Airlines highest in customer satisfaction among traditional network carriers in North America in its annual study released today. This is the second year in a row that Alaska has come out on top in J.D. Power's independent survey of customer satisfaction.

"We're delighted to receive this prestigious award, which represents a ‘Triple Crown' for Alaska and Horizon," CEO Bill Ayer said. "First of all, we've been consistently exceeding our goals and setting records in our on-time performance and customer satisfaction scores. Secondly, our Mileage Plan recently won the Freddie Awards' ‘Program of the Year' for the second year in a row. And now, J.D. Power and Associates has honored us again. This well-deserved recognition is due to all of the hard work by employees at both airlines to set the bar for customer service excellence."

The J.D. Power and Associates study is based on responses from more than 12,900 travelers who flew on a major North American airline between April 2008 and May 2009. The study measures overall customer satisfaction based on performance in seven measures (in order of importance): cost and fees, flight crew, inflight services, aircraft, boarding/deplaning/baggage, check-in and reservations.

Continental and Delta, respectively, followed Alaska in the ratings. JetBlue Airways ranked highest in the low-cost carrier category, followed by Southwest and Canadian-based WestJet. While the study found that overall airline customer satisfaction declined for a third consecutive year to a four-year low, Alaska was highlighted for bucking the trend.

"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.

J.D. Power and Associates' renowned customer satisfaction studies annually rank a variety of consumer products and services. Last year's winners included Ritz-Carlton hotels, Lexus automobiles and Apple's iPhone, among others.
 

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