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JetBlue Tops Consumer Satisfaction Survey

March 24, 2005
JetBlue Airways ranks highest in overall airline customer satisfaction among major U.S. air carriers, according to the J.D. Power and Associates 2005 Airline Satisfaction Index Study.

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The study is based on responses from more than 2,600 passengers who flew on a major U.S. airline between May and October 2004.

Overall customer satisfaction is measured based on performance in five factors (in order of importance): check-in/boarding/deplaning process; flight reservation/scheduling process; aircraft interior; in-flight amenities; and flight crew.

JetBlue, which started operations in 2000, outperforms all major U.S. airlines across all five customer satisfaction factors, achieving an overall satisfaction index score of 783 out of a possible 1,000 points -- 119 points above the industry average. It receives particularly high ratings for the aircraft interior and in-flight amenities when compared to the other carriers included in the study.

Southwest Airlines follows in the overall satisfaction rankings, receiving high marks in flight reservation/scheduling and flight crew. Delta Air Lines ranks third.

The study finds that the airline industry overall is doing a better job satisfying customers at the front end of the travel experience than they are when the doors have been closed and passengers are seated.

While passengers give high satisfaction scores for making reservations and checking in baggage, the lowest scores in the study are associated with the comfort and roominess of the passenger seats, the lack of amenities offered and the lack of availability of overhead storage.

"Although 2004 saw a significant increase in airline travel, many major carriers have had to revisit their business models in order to remain competitive," said Linda Hirneise, partner and executive director of travel industry research at J.D. Power and Associates.

"Dissatisfaction with a lack of amenities is an area the industry needs to keep a close eye on as more carriers reduce their offerings in favor of lower operating costs. However, what we're seeing in low-cost carriers like JetBlue and Southwest is that airlines offering a consistent travel experience and that listen to what's most important to passengers are proving to be very successful."

The study also finds that passengers checking in at self-check-in kiosks wait about half as long for their boarding passes as those who check in with an airline representative. Passengers using electronic check-in kiosks wait an average of 7.2 minutes to receive their boarding pass, compared to 14.2 minutes at the ticket counter and 9.4 minutes at curbside check-in.

Some airlines also offer passengers the option of checking in online before even leaving for the airport.

"While there are a lot of things airlines can do to improve customer satisfaction, passengers should also educate themselves on ways to minimize the frustrations of travel," said Hirneise. "More than one-half of passengers are taking advantage of time-saving check-in options, with 38 percent currently using self-check-in kiosks and 17 percent checking in online through airline Web sites."

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