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Alaska Airlines tops J.D. Power survey for sixth year

Post by John Gillie / The News Tribune on May 15, 2013 at 1:59 pm |
May 15, 2013 2:01 pm

Sea-Tac’s Alaska Airlines was ranked the highest among traditional North American network air carriers in customer satisfaction for the sixth year in a row in  a survey of 11,800 airline passengers, J.D. Power and Associates announced Wednesday.

Delta Air Lines was ranked second among traditional network carriers.  At the bottom of that list was US Airways, which is merging with American Airlines.

Passengers ranked Alaska the highest among traditional carrier in six of seven categories:  cost and fees; reservation; check-in; flight crew; aircraft, and boarding/deplaning/baggage.

“We’re honored to receive this prestigious recognition from our customers,” said Alaska Air Group President and CEO Brad Tilden. “Receiving this award six years in a row is a credit to the 13,000 Alaska Airlines and Horizon Air employees who show their dedication to our customers every day and on every flight.”

The survey firm found passenger satisfaction overall  in the last year was the highest since 2006. Among other findings:

Overall passenger satisfaction with North American airlines improved to 695, which is up 14 points from 2012. More than one-third (36 percent) of passengers check in for their flight online, an increase from 34 percent in 2012.

Low-cost carriers as a whole earned higher scores than the traditional airlines.  JetBlue Airways topped the list of low-cost carriers followed by Southwest Airlines.

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