Continental, JetBlue again top J.D. Power ratings
Continental and JetBlue were rated the top U.S. airlines of their types according to the J.D. Power and Associates 2007 North America Airline Satisfaction Study released this morning. Continental was named the top traditional hub-and-spoke carrier for the second year in a row, earning a "satisfaction index score" of 704 out of a possible 1,000. Delta -– with a score of 680 –- and American (670) finished second and third, respectively, among the traditional carriers. "Not only does Continental maintain its position as the highest-ranked traditional network carrier, but it also improves in overall satisfaction by seven index points over the 2006 study," says Linda Hirneise, executive director of the travel practice at J.D. Power and Associates. J.D. Power says it defines "traditional network carriers … as airlines that operate multi-cabin aircraft and use multiple airport hubs."
Among low-cost carriers, JetBlue earned J.D. Power's top ranking for the third year in a row. In a press release, J.D. Power says JetBlue "earns particularly high ratings in the low-cost carrier segment across all seven customer satisfaction measures — despite a double-digit segment decline in overall satisfaction since 2006. JetBlue achieves an overall satisfaction index score of 810 of a possible 1,000 points and is followed in the rankings by Frontier Airlines (750) and Southwest Airlines (744)."
J.D. Power's Hirneise says that although JetBlue "fell prey to severe weather delays in February 2007, they have been able to retain feelings of goodwill among their passenger base." J.D. Power defines low-cost carriers "as airlines that operate single-cabin aircraft with typically low fares." Still, Hirneise says other low-cost carriers –- notably Frontier -– "are working to close the gap" on JetBlue.
J.D. Power says its 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. … The study is based on responses from 9,653 passengers who flew on a major North American airline between April 2006 and April 2007."
Posted at 10:33 AM/ET, Jun 19, 2007 in Airline ratings and performance, American, Continental, Delta, JetBlue | Permalink | Comments 1
