FlyerTalk Forums - View Single Post - J.D. Power 2009 North American Airline Satisfaction Study

Jun 30, 2009 | 4:04 pm

#15

me4yankees

Join Date: Jan 2006

Location: San Francisco Bay Area

Programs: DL Silver, UA Silver, Marriott Lifetime Silver, IHG Plat, Hilton Silver

Posts: 5,695

Quote:

Originally Posted by CDKing

My new Airline AS is #1 for traditional carriers. They do give out free drinks and a snack but you have to pay for entertainment. IIRC they do score low on ontime performance and baggage handling yet they still seem to come up on top for customer satisfaction.

Quote:

Originally Posted by BoeingBoy

I suspect that a lot of their operational problems come from the intra-Alaska flying, especially in the winter months.

Jim

So one might deduce that positive customer service affects customer satisfaction with a carrier despite lower on-time/baggage rankings and pay IFE. Other carriers should take notice.