Southwest Ranks Highest in Latest J.D. Power Study
By Harvey Chipkin
Southwest Airlines ranked highest in customer satisfaction on both short and long-haul flights in the latest J.D. Power North America Airline Satisfaction Study. It was followed by JetBlue Airways and Delta Air Lines for long-haul flights and by JetBlue Airways and Alaska Airlines for short-haul. The report said that airlines headed into 2020 with the highest customer satisfaction scores ever recorded thanks to investment in newer aircraft, better in-flight services and improved customer service. With the coming of the COVID-19 pandemic, according to the study, many of the core values that drove standout passenger experience in the pre-pandemic environment will be even more important as the industry plots its recovery. Specifically, said the report, the industry will need to focus on restoring confidence while continuing to improve on the operational side. Now in its 16th year, the study measures satisfaction based on performance in eight factors: aircraft, baggage, boarding, check-in, cost and fees, flight crew, in-flight services and reservations.