JetBlue Airways Scores ’Highest in Customer Satisfaction Among Low-Cost Carriers
JetBlue Airways recently took the top award for customer satisfaction among low-cost North American airlines for the fourth year in a row- the result of the J.D. Power and Associates 2009 North America Airline Satisfaction Study.
"From our home in New York to every city we serve across the United States, the Caribbean and Latin America, the JetBlue spirit of customer service is strong," said Dave Barger, president and CEO of JetBlue Airways. "Customers recognize that a leading formula is more than great fares, more than advanced technology on comfortable airplanes and more than celebrated destinations - it’s also about people dedicated to providing exceptional service to one customer at a time. The 12,000 crewmembers here at JetBlue work hard every day to carry out this mission."
The J.D. Power and Associates 2009 North America Airline Satisfaction Study is based on responses from 12,952 business and leisure passengers who flew on a North American airline between April 2008 and May 2009. Overall customer satisfaction is measured based on performance in seven factors (in order of importance): cost and fees; flight crew; in-flight services; aircraft; boarding/deplaning/baggage; check-in; and reservation.
JetBlue likely received higher scores for things like offering a first checked bag free of charge, unlimited complimentary in-flight snacks, and a live in-flight entertainment system including more than 30 TV 100 XM Satellite Radio channels. JetBlue also describes their planes as having "spacious aircraft cabins, which offer the most legroom in coach of any U.S. airline."
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