For the fifth year in a row, Sea-Tac based Alaska Airlines was ranked first in J.D. Power and Associates’ North America Airline Satisfaction Survey. Topping the rankings in check-in, reservation, flight crew and boarding, deplaning and baggage, four of the seven categories, Alaska Airlines scored ahead of the likes of Air Canada, Delta Air Lines, Continental Airlines, and American Airlines in the “traditional network carrier segment”.
The survey was based on responses from over 13,000 passengers who flew between July 2011 and April 2012. Seventy-percent of customer satisfaction depended on factors independent of cost. The study found a correlation between customer satisfaction and an airline’s process and personal connections with passengers.
Congratulations, Alaska Airlines!