JetBlue Airways and Alaska Airlines topped J.D. Power and Associates 2012 North America Airline Satisfaction Survey. For the seventh consecutive year, JetBlue was the highest rated low-cost carrier. JetBlue also ranked highest in customer satisfaction among all U.S. major airlines in 2005, when low-cost and traditional network carriers were combined in a single category, making this year’s ranking its eighth consecutive J.D. Power award. Alaska claimed the spot as top North America traditional network carrier for the fifth consecutive year. According to J.D. Power, its study measures overall customer satisfaction based on performance in seven factors (in order of importance): cost and fees; in-flight services; boarding/deplaning/baggage; flight crew; aircraft; check-in; and reservation.
With New York City’s JFK Airport as its main hub, JetBlue has a large presence at four other airports (Boston, Orlando, Long Beach, and Ft. Lauderdale/Hollywood). JetBlue offers coast-to-coast U.S. service, as well as flights to destinations throughout the Caribbean and South America. Alaska Airlines and Horizon Air, subsidiaries of the Alaska Air Group, together serve more than 90 cities through an expansive network in Alaska, the continental United States, Hawaii, Canada, and Mexico. The company has hubs in Seattle, Portland (Oregon), Los Angeles, Anchorage, and Boise (Horizon Air).
The JD Power rankings for low-cost North America carriers:
4. AirTran Airways (acquired by Southwest but still operating separately)
The rankings for traditional North America network carriers:
2. Air Canada
4. Continental Airlines (now merged with United Airlines)
7. US Airways