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JetBlue, Alaska Airlines score big in customer satisfaction

May 17, 2016

When it comes to airline customer service JetBlue and Alaska are at the top of the list.

The latest annual J.D. Power customer service satisfaction survey of North American carriers reveals JetBlue and Alaska Airlines as attaining the highest rankings, and also top scores for their frequent-flier programs, according to a USA Today report.

Overall airline passengers are more satisfied than ever with U.S. and Canadian airlines with the satisfaction score increasing to an average of 726, out of 1,000 points, which reflects a 9-point bump from a record-high score in 2015.

The report attributes satisfaction growth to improved airline service, products and an increasing tolerance by consumers of add-on fees.

"While the perception of the airline experience still has a lot of room for improvement, there is notable progress in terms of satisfaction among the highest-ranked airlines in the study due to their keen focus on meeting or exceeding passenger needs," Rick Garlick, global travel and hospitality practice lead at J.D. Power, said in a statement. "The airlines are clearly listening to their passengers and are taking action."