Even though travelers are frustrated with higher ticket prices and increasing airline fees, cheap airplane tickets and cheap vacation packages remain available to those who know how to find them.
Airline passenger satisfaction has improved the second year in a row, according to the J.D. Power and Associates 2011 North America Airline Satisfaction Study.
Low cost airlines turned in strong scores, achieving a five year high in customer satisfaction. All airlines received good marks for their check in and reservation process. Although passengers initially complained about the airlines automating their check in and reservation process they now appear more satisfied with the convenience and speed that technology has enabled, according to J.D. Power and Associates.
The one area passengers expressed more displeasure over was cost and fees. The study found that satisfaction with airline ticket prices declined for every airline.
Fees for food, drinks, checked bags, priority boarding and seat upgrades contributed to passenger dissatisfaction.
Alaska Airline was ranked highest in overall satisfaction among traditional airlines for the fourth consecutive year, followed by Air Canada and Continental. U.S. Airways was ranked last. Among low cost airlines, JetBlue Airways earned the top satisfaction score for the sixth year in a row.
Responses from over 13,500 passengers who flew on major North American carriers between July of 2010 and April of 2011 were used to compile this study. Respondents were asked to grade airlines in seven categories: cost and fees, in flight services, flight crew, aircraft, boarding/deplaning/baggage, check in and reservation.
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