Airline Survey

News
Wednesday, June 8, 2011 - 9:36am

For the second year in a row, satisfaction with airline service is up, with two exceptions.

For the second year in a row customers are more satisfied with airlines in general, and more satisfied with virtually every aspect of airline travel.

With one glaring exception: cost and fees.

Not surprising says JD Powers' Stuart Greif.

Airfares have gone up this year as both business and leisure travel have picked up.

But it's the fees for everything from priority seating to extra baggage that consumers really seem to resent.

Greif explains;

“So while different airlines depending on their base fares may of had different levels of declines in satisfaction with the base fare, the real difference and the real improvement or slippage came with additional fees within the cost and fee category.”

Among the low-cost carrier segment JetBlue narrowly beat out Southwest for the top ranking.

Alaska Airlines came out on top among traditional carriers.

And overall the low cost airlines received a higher average ranking than the bigger hub-based firms.

"Now cost and fees is certainly apart of that, but there are a lot of differences across the board in terms of the scores" says Greif.

The survey still indicated price doesn't necessarily beget loyalty or commitment, but people and the process do.

Chris Clackum, NBC News.
 

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