Low prices, high satisfaction
UNDATED From cramped cabins to flight delays to food that now costs extra, there are lots of things that air travelers can complain about it. But they have the fewest gripes with low-fare carrier JetBlue, which ranks highest in a new J-D Power and Associates study of airline customer satisfaction.
J-D Power's head travel industry researcher Linda Hirneise (hur-NEES') says passengers say they're least likely to encounter unwelcome surprises on JetBlue. She says it's consistent: you can fly from Long Beach, California, to Fort Lauderdale or New York, and there are no unknowns. She adds that JetBlue is efficient, fun -- and it gets you there safely.
Southwest Airlines is Number Two for satisfaction, followed by Delta.
Hirneise says what air travelers find most unsatisfying, generally, is the on-board experience. She says many of the airlines have worked hard to reconfigure the overhead bins, but there still isn't enough room. Passengers also are unhappy about uncomfortable seats and skimpy amenities.
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