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JetBlue: thumbs up; US Air: thumbs down
There has been some good news for JetBlue and bad news for US Air.
The nation’s travelers appear quick to forgive JetBlue for its “Valentine’s Day meltdown.” It was named the favorite airline of US fliers, according to a survey by the Consumer Reports National Research Center.
The survey ranked JetBlue as No. 1 in customer satisfaction with a score of 87 out of a possible 100, beating out rivals overall in terms of check-in ease, seating comfort, on-time performance and in-flight service.
At the same time, “no airline irked Consumer Reports readers more than US Airways,” said the group. US and America West tied for the worst customers satisfaction scores out of 18 airlines, wrote The Arizona Republic.
Reuters says the poll of 23,000 travelers covered 31,455 domestic flights and “was conducted in early February, just before a Valentine’s Day ice storm in New York led JetBlue to cancel almost 1,200 flights over the following days and left passengers stranded on planes for hours.”
In its recap of the survey, Consumer Reports concludes that “if JetBlue, Southwest, Frontier, or Hawaiian flies your route, look no further. All four of those airlines provided a superior experience, according to our readers, and at a price that’s often lower than those of their competitors. Midwest also scored high for satisfaction, but its tickets can be pricier.”
Why are customers so quick to forgive JetBlue and not US Airways?
Consumer Reports spokesman Donato Vaccaro suggests that may be because fliers may have “already had such a positive experience with [JetBlue] in the past. It’s possible that US Airways, on the other hand, was already at the bottom and that was just another thing that made people especially disappointed.”
Report by David Wilkening
David
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