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Survey Results: Airline Of The Year

Dorathy Gass

The J.D. Power and Associates 2015 North America Airline Satisfaction Study was released recently, outlining the best when it came to the passenger experience and flying this year.

According to the CNN published study that focused airlines within North America, client satisfaction has overall increased again this year, measuring at 717 points, on a scale of 1,000; a total of five-points higher than last year, and 22-points more since 2013. The J.D. Power study evaluated satisfaction on seven criteria: costs and fees, boarding, in-flight services, deplaning and baggage, aircraft, check-in, flight crew, and reservations.

However, when it came to the best airline of the year (drum roll please), Alaska Airlines was given that honor, earning this top spot in the survey for eight straight years in a row. This year, they won with 719 points when it came to overall satisfaction, with Delta Air Lines a close second at 709 points, and the third place went to American Airlines, who had 700 points. Honorable mentions go to: Air Canada, coming in at number four with 683 points, American Airlines hit fifth place with 668 points, and United Airlines was sixth at 665 points.

JetBlue Airways won top spot in the survey when it came to providing customers the lowest cost, placing first amongst the competition for the 11th straight year with 801 points. Second place was awarded to Southwest Airlines at 781 points, with WestJet in third place at 715 points.

When it came to J.D. Power’s 2nd Annual Airline Loyalty/Rewards Program Satisfaction Report, Alaska Airlines once again came out on top for their Mileage Plan, gaining 759 points. A close second was the TrueBlue program offered by JetBlue Airlines with 758 points, and SouthWest Airlines’ Rapid Rewards plan came in third place with 743 points. Fourth, fifth, sixth, and seventh spots respectively, went to: American’s program at 700 points (which recently combined two rewards program, with the other airline company they own, US Airways), United (697 points), Delta (675 points), and US Airways (670 points).

The loyalty program report focused on passenger satisfaction from six underlying factors: redeeming points/miles; maintenance/management of account; terms and conditions of reward program; the choices of benefits available; earning ability of points/miles; and customer service.

While the 2015 North America Airline Satisfaction Study was measured against input from over 11,000 people who took flights on major airlines within North America from March 2014 to March 2015; the 2015 Airline Loyalty/Rewards Program Satisfaction Report was compiled in March 2015, with input from over 3,000 loyalty program members from airlines across North America.

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