A lack of understanding of airline loyalty programs is having a negative impact on customer satisfaction, according to the J.D. Power 2019 Airline Loyalty Program Satisfaction Study. While overall industry satisfaction increased this year, airline loyalty program members’ satisfaction climbs significantly when members understand how to redeem or earn points. Yet, nearly half (45%) of general loyalty program members say they do not completely understand how to redeem awards and 43% say they do not fully understand how to earn miles/points. Among the other findings was that discounts on airport and limo services drive the most significant increases in overall satisfaction, followed by waiving same-day change fees and lowest rate guarantee. Also, increased mobile app use is associated with higher satisfaction. As for the rankings themselves, JetBlue’s TrueBlue ranked highest with a score of 821, followed by Southwest Airlines Rapid Rewards (812) and Alaska Airlines Mileage Plan (810).