Despite a winter of discontent for travelers and escalating airline fees, passenger satisfaction with North American airlines improved for a second consecutive year, reaching a record high, in a new J.D. Power annual consumer survey.
Passengers aren’t satisfied with fees, but they realize fees "have become a way of life with air travel," said Rick Garlick of J.D. Power.
"Passengers are over the shock of being charged more to fly, having to pay for checked bags, expedited security clearance or preferred seating," Garlick said.
Satisfaction was rated in seven categories: cost and fees; in-flight services; boarding, and baggage; flight crew; aircraft; check-in; and reservations.
Of the ‘traditional’ airlines surveyed, Alaska Airlines came out on top for the seventh consecutive year with a score of 737 – up 20 points from 2013.
Alaska’s Mileage Plan also came first for frequent flyer programs.
The main strength of Alaska Airlines’ Mileage Plan, is its "vast partner networks" according to Garlick.
JetBlue Airways was most preferred of the ‘low cost’ airlines, narrowly ahead of Southwest Airlines.
The survey took place between April 2013 and March 2014 and polled a total of 11,370 passengers.
