WESTLAKE VILLAGE, CA – It has been said that, when traveling, getting there is half the fun. Not so for domestic airline passengers, according to a recent study by J.D. Power and Associates. The 2009 North America Airline Satisfaction Study, which measures customer satisfaction of both business and leisure travelers with major North American carriers, finds that overall customer satisfaction with airlines has declined for a third consecutive year to a four-year low in 2009, even though on-time arrival rates have improved from 2008. The decline is driven by decreased passenger satisfaction with in-flight services, the flight crew and costs and fees, compared with 2008.

According to the Bureau of Transportation Statistics (BTS), the overall rate of on-time arrivals has improved by more than five percentage points from 2008 to 78 percent in 2009. Analysis of BTS data by J.D. Power and Associates indicates that 70 percent of the improvement in on-time arrival rates comes directly from improved airline performance, rather than conditions related to weather, air traffic control or security concerns.

“Despite the economic stresses that airlines are under, they are recognizing the value of travelers’ time and trying to make air travel more expedient and efficient,” said Dale Haines, senior director of the travel practice at J.D. Power and Associates. “Unfortunately, any improvements in customer satisfaction are being offset by passenger displeasure with cutbacks on in-flight amenities, increases in fees and attitudes of flight crews.”

The 2009 North America Airline Satisfaction 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;

• reservation.

Carriers are ranked in two segments:low-cost and traditional network. Low-cost carriers are defined as airlines that operate single-cabin aircraft with typically lower fares, while traditional network carriers are defined as airlines that operate multi-cabin aircraft and use multiple airport hubs.

Low-Cost Carrier Rankings

For a fourth consecutive year, JetBlue Airways ranks highest in the low-cost carrier segment. JetBlue performs particularly well in two of seven measures: aircraft and in-flight services. Following JetBlue in the segment rankings are Southwest Airlines and WestJet, in a tie. Southwest Airlines performs particularly well in the cost and fees and reservation measures. WestJet, included in the study for the first time in 2009, performs well in the boarding/deplaning/baggage; check-in; and flight crew measures. Southwest Airlines is the only airline in the 2009 study to improve from 2008.

“It is particularly impressive that JetBlue has ranked highest in the highly competitive low-cost carrier segment for four consecutive years,” said Haines. “However, competition in the low-cost carrier segment is heating up, with Southwest Airlines and WestJet closing the gap with JetBlue.”

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 Haines.

Copyright 2009 J.D. Power and Associates. All rights reserved. From http://www.jdpower.com.
To view the Internet Travel Monitor Archive, click http://www.tripinfo.com/ITM/index.html.