Alaska Airlines, Continental Airlines and JetBlue Airways Rank Highest in Customer Satisfaction WESTLAKE VILLAGE, Calif., June 17
WESTLAKE VILLAGE, Calif., June 17 /PRNewswire/ -- Deteriorating levels of
customer service provided by airline staff -- rather than high fares and
additional charges for amenities -- have led to a significant decline in
customer satisfaction with airline carriers, according to the J.D. Power and
Associates 2008 North America Airline Satisfaction Study(SM) released today.
Overall satisfaction for the airline industry has declined in 2008 to its
lowest level in three years.
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The study finds that satisfaction with "people" factors -- including
knowledge, courtesy and helpfulness of reservation and gate agents, check-in
staff and flight crew -- has declined dramatically since 2007, and is the
leading contributing factor to the overall decline in customer satisfaction
with airlines in 2008. The decrease in satisfaction with people factors is
more than twice as large as the decline in satisfaction with price factors.
"Across the airline experience, from check-in, to the flight, to
deplaning, passengers are being affected by the ramifications of carriers
making staff cutbacks and have expressed that performance and attitudes of
airline staff are suffering," said Sam Thanawalla, director of the global
hospitality and travel practice at J.D. Power and Associates. "In this
unstable industry environment, it is critical that airlines invest in their
employees as a means to enhance the customer experience, as there is a strong
connection between employee satisfaction and customer satisfaction. Those
airlines that focus on keeping their employees informed and motivated will be
better able to change negative consumer sentiment and truly differentiate
themselves."
The study measures overall customer satisfaction based on performance in
seven measures (in order of importance): cost and fees; flight crew; in-flight
services; aircraft; boarding/deplaning/baggage; check-in and reservation.
Carriers are ranked in two segments: low-cost and traditional network.
Low-cost carriers are defined as airlines that operate single-cabin aircraft
with typically lower fares, while traditional network carriers are defined as
airlines that operate multicabin aircraft and use multiple airport hubs.
Low-Cost Carrier Rankings
For a fourth consecutive year, JetBlue Airways ranks highest overall and
also ranks highest in the low-cost carrier segment for a third consecutive
year. JetBlue performs particularly well in six of seven customer satisfaction
measures: aircraft; boarding/deplaning/baggage; check-in; cost and fees;
flight crew; and in-flight services.
Traditional Network Carrier Rankings
Alaska Airlines and Continental Airlines each rank highest in the
traditional network carrier segment, in a tie. Continental ranks highest in
the segment for a third consecutive year.
Alaska performs particularly well in five of seven measures: aircraft;
boarding/deplaning/baggage; check-in; flight crew and reservation, while
Continental performs well in the cost and fees measure.
"While nearly all of the carriers in both segments experience declines in
satisfaction since 2007, Alaska Airlines has managed to improve, particularly
in satisfaction with the overall check-in experience," said Thanawalla.
"Alaska Airlines and Air Canada are the only two carriers that improve overall
in 2008, which is a particularly impressive feat in the current volatile
industry environment."
The study also finds the following key patterns:
-- The percentage of flight reservations made online has increased from
87 percent in 2007 to 92 percent in 2008. Among traditional network
carriers, 51 percent of reservations were made on the airline Web site
in 2007, compared with 66 percent in 2008. For low-cost carriers, 78
percent of reservations were made on the airline Web site in 2007,
compared with 85 percent in 2008.
-- While complimentary meals are the most-desired amenity for Pre-Boomer,
Baby Boomer and Generation X air travelers, in-flight movies are most
desired by Generation Y passengers.
-- The percentage of travelers who say they chose a particular carrier
because of its rewards program has increased to 22 percent in 2008
from 14 percent in 2007. Price is the most frequently reported reason
for choosing a carrier in 2008 at 39 percent, down from 42 percent in
2007.
The 2008 North America Airline Satisfaction Study measures customer
satisfaction of both business and leisure travelers with major North American
carriers. The study is based on responses from 19,701 passengers who flew on a
major North American airline between April 2007 and March 2008.
For more information, read an article or view our ratings.
Airline Satisfaction Supplement Report Findings
For the first time, J.D. Power and Associates Web Intelligence Research
has supplemented the 2008 North America Airline Satisfaction Study with
analysis of consumer-generated online conversations regarding airline-related
issues. Analysis of online conversation between November 2007 and April 2008
finds that nearly 60 percent of consumer sentiment around the airline industry
is negative. One of the primary drivers of these negative sentiments is
related to flight cancellations.
Those airlines that proactively inform customers about the reasons for
flight delays and other problems tend to generate more positive online
consumer sentiment.
About J.D. Power and Associates
Headquartered in Westlake Village, Calif., J.D. Power and Associates is a
global marketing information services company operating in key business
sectors including market research, forecasting, performance improvement,
training, Web intelligence and customer satisfaction. The company's quality
and satisfaction measurements are based on responses from millions of
consumers annually. For more information on car reviews and ratings, car
insurance, health insurance, cell phone ratings, and more, please visit
JDPower.com. J.D. Power and Associates is a business unit of The McGraw-Hill
Companies.
About The McGraw-Hill Companies
Founded in 1888, The McGraw-Hill Companies (NYSE: MHP) is a leading global
information services provider meeting worldwide needs in the financial
services, education and business information markets through leading brands
such as Standard & Poor's, McGraw-Hill Education, BusinessWeek and J.D. Power
and Associates. The Corporation has more than 280 offices in 40 countries.
Sales in 2007 were $6.8 billion. Additional information is available at
http://www.mcgraw-hill.com.
Media Relations Contacts:
Jeff PerlmanJohn Tews
Brandware Public Relations J.D. Power and Associates
Agoura Hills, Calif.Troy, Mich.
(818) 317-3070 (312) 248-4119
jperlman@brandwaregroup.com john.tews@jdpa.com
No advertising or other promotional use can be made of the information in
this release without the express prior written consent of J.D. Power and
Associates. http://www.jdpower.com/corporate
Overall Airline Satisfaction Index Scores
Traditional Network Carrier SegmentJ.D. Power.com Power Circle Ratings
(Based on a 1,000-point scale) For Consumers
Alaska Airlines 684 5
Continental Airlines684 5
Delta Air Lines 669 4
Air Canada 654 3
Traditional Network Carrier
Segment Average650 3
American Airlines 644 3
US Airways 640 3
Northwest Airlines 628 2
United Airlines 628 2
Low-Cost Carrier Segment J.D. Power.com Power Circle Ratings
(Based on a 1,000-point scale) For Consumers
JetBlue Airways 776 5
Low-Cost Carrier Segment
Average730 3
Southwest Airlines 728 3
Frontier Airlines 715 2
AirTran Airways 707 2
Power Circle Ratings Legend:
5 - Among the best
4 - Better than most
3 - About average
2 - The rest
Available Topic Expert(s): For information on the listed expert(s), click
appropriate link.
Linda Hirneise
https://profnet.prnewswire.com/Subscriber/ExpertProfile.aspx?ei=58140
SOURCE J.D. Power and Associates
