Clark Howard's Tips
JetBlue outshines all airlines in customer satisfaction
March 17, 2005
The expression "you get what you pay for" is not always true.
J.D. Power & Associates, which researches car quality and other industries, has released a survey about the nation's airlines. J.D. Power rated airlines on things such as check-in, reservations, in-flight treatment and how well the plane performed and looked.
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No other airline was anywhere near JetBlue in customer service. The company is also adding aircraft faster than any other airline in the country.
Typically, when a company grows, the less concerned with customers it gets. But that is not happening with JetBlue. In fact, the company has added more legroom in the back of the plane, giving passengers an incentive to sit there. In addition, each seatback comes equipped with satellite TV and the prices on this discount airline are great.
SouthWest took 2nd place, and No. 3 was Delta, the only full-fare airline in the top five. Alaska Airlines was No. 4 and AirTran was No. 5.
The bottom of the barrel was Northwest at #11. Northwest got the worst scores in all categories, and the company is evidently none too pleased.
But apparently the less you pay, the better the service — sometimes.
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