Study: Nearly half of frequent fliers don’t know how to redeem rewards

The study released Wednesday said the lack of understanding hurts customer satisfaction.

J.D. Power's ranking of airline frequent flier programs placed Atlanta-based Delta Air Lines' SkyMiles program 4th among six airline programs ranked.

The top-ranked frequent flier program was JetBlue Airways' TrueBlue, followed by Southwest Airlines' Rapid Rewards. United Airlines' MileagePlus ranked lowest.

The study measures passenger satisfaction based on earning and redeeming rewards, program benefits, account management and member communication, based on 3,188 responses in August and September 2019 from rewards program members.

J.D. Power Airline Loyalty Program Satisfaction Study

Overall satisfaction index rating based on a 1,000-point scale

1. JetBlue Airways TrueBlue, 821

2. Southwest Airlines rapid Rewards, 812

3. Alaska Airlines Mileage Plus, 810

4. Delta Air Lines SkyMiles, 791

5. American Airlines AAdvantage, 764

6. United Airlines MileagePlus, 764

About the Author

Kelly Yamanouchi

Business reporter Kelly Yamanouchi covers airlines and the airport including Atlanta-based Delta Air Lines, one of the world's largest carriers, and Hartsfield-Jackson, ranked for years as the world's busiest airport. She has covered airlines for more than 15 years, graduated from Harvard and has a master's degree from Northwestern.