The company announced today that it was awarded highest honors in airline customer satisfaction among low-cost carriers by J.D. Power and Associates’ 2012 North America Airline Satisfaction Study. This is a recognition JetBlue has earned every year since 2005, making this the eighth consecutive year it has won the award.
The 2012 survey measured customer satisfaction among both business and leisure passengers of major North American carriers. The study was based on responses from more than 13,700 passengers who flew on a major North American airline between May 2011 and April 2012. The study measured customer satisfaction based on performance in seven measures (in order of importance): cost and fees, in-flight services, boarding/deplaning/baggage, flight crew, aircraft, check-in, and reservation.
JetBlue soared against its rivals particularly in two categories: in-flight services and aircraft. The company also seemed to benefit from increasing use of mobile devices to check in for a flight. JetBlue earlier this year unveiled a new look and feel to its www.jetblue.com and www.mobile.jetblue.com Web sites and introduced a new iPhone application which provides real-time, on-the-go ease for booking, check-in, flight status, and more.
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