September-October 2007 | Back to Travel Express Home |

Continental, Jet Blue top recent J.D. Power ranking

More than 9,000 travelers recently awarded Continental Airlines and JetBlue top satisfaction rankings in the traditional network carrier and low-cost carrier categories, respectively, as part of the J.D. Power and Associates 2007 North America Airline Satisfaction Study. Airlines were judged by passengers on the following criteria:

• cost and fees
• quality of flight crew (e.g. courtesy, appearance)
• in-flight services (e.g. availability of food, beverages)
• ease of check-in
• timeliness of boarding
• deplaning and baggage retrieval
• aircraft features (e.g. leg room)
• quality of flight reservation services

Respondents, who were required to have flown on a major North American airline at least once between January and May 2007, indicated that the top-ranked airlines had mastered both process-related factors, such as check-in and accuracy of baggage delivery, as well as people-related factors, such as aircraft amenities and service from airport staff and flight attendants.