Winner: JetBlue
Low-cost carrier JetBlue earned top marks in J.D. Power’s annual North America Airline Satisfaction study for the eighth straight year in 2012. The survey evaluates airlines according to seven criteria: reservation experience, check-in experience, aircraft experience, staff experience, service experience and cost and fees experience (among its advantages: 1 free checked bag per customer). JetBlue also got top honors for a domestic low-cost carrier in Travel + Leisure magazine’s 2012 “World’s Best Service” awards for 2012 and earned a winning ACSI score of 81 (the industry average is a 67). It’s a rare bright spot for weary travelers, whose overall satisfaction with the airline industry remained disappointing.
Sources: J.D. Power and Associates, Travel + Leisure, American Consumer Satisfaction Index
