The new rating remains below the grades the airline industry earned prior to its introduction of checked baggage and other fees that have upset many travelers.
The recession may be contributing to the airlines improved satisfaction level. During tough economic times fewer passengers have been flying, which has helped keep fares low and also contributed to airlines improved on-time performance. Of course, waiting reflects poorly on the airline and is something that higher passenger loads contributes to.
Somewhat surprising, airline passengers appear to be understanding of airline fees. The study observed that there is a level of acceptance that there will be charges and passengers are adjusting their expectations and their behavior.
Alaska Airlines came in number one in overall satisfaction among traditional airlines, followed by Continental and American. U.S. Airways came in last. Among budget airlines, JetBlue was ranked highest in satisfaction for the fifth consecutive years, followed by Southwest and WestJet. Frontier Airlines received the lowest ranking.
The top ranked carriers show that they value their customers' time and money. Alaska airlines offers a baggage guarantee which give passengers $25 vouchers or 2,500 additional miles if their luggage is not at baggage claim within 25 minutes of their plane arriving. JetBlue impressed its passengers with its in flight services and the condition of its planes. The interiors are newer and they are being maintained at a higher level.
Interestingly, most passengers surveyed indicated that a complimentary meal is the most desirable perk that they would most like to be offered while in the air.
