Despite Big Fees, Airline Satisfaction Up from 2010
Published: Mar 5, 2012
Despite extremely high jet fuel prices and resulting increases in both fares and fees for such elements of air travel service as checked bags and seat selection, contentment with airline service is on the rise, according to J.D. Power & Associates 2011 North American Airline Satisfaction Study. Overall airline satisfaction last year increased 10 points, to 682 based on a 1,000-point scale, compared with 2010, according to the compilation of surveys from more than 13,500 passengers who flew on North American airlines between July 2010 and April 2011.
But the fees associated with bag checking, seat reservations and inflight charges for food and drink and other amenities — fees that the U.S. Department of Transportation recently addressed with regulations designed to require airlines to publicize more thoroughly — were what brought airlines low scores. That particular category for large carriers dropped from 582 to 2010 to 555 in 2011.
For the sixth consecutive year, JetBlue Airways enjoyed the best overall rating among low-cost carriers. (Ironically, there are only five low-cost carriers of any significant size left to compete in this category, and it will be down to four next year after AirTran Airways is fully absorbed by Southwest Airlines.) JetBlue, with focus cities in New York, Long Beach and Orlando, charges no fee for the first checked bag, and still gives its customers virtually unlimited complimentary snacks and drinks and 36 channels of free television and 100 channels of free satellite radio in its all-coach class-configured aircraft.
Delta Air Lines recently has begun changing its policies on checked bags. The airline now allows U.S. soldiers and their dependents to check up to four bags without charge in the economy section, or five bags when they fly in first-class or business-class cabins. In an online blog last week, Delta said it hoped that changes to military policy “reflect the true respect we hold for our service men and women.”
After Delta’s actions, American Airlines and United/Continental Airlines also said they would increase the number of free bags that soldiers can check on board when flying on orders.
-
by Jim Brown , Reporter for HelloFlight.com
(Click to leave a message)
