J.D. Power’s 2014 North America Airline Satisfaction rankings
Score based on a 1,000-point scale
Traditional carrier category
1. Alaska Airlines, 737
2. Delta Air Lines, 693
3. American Airlines, 684
4. Air Canada, 683
5. United Airlines, 658
6. US Airways, 656
Low-cost carrier category
1. JetBlue Airways, 789
2. Southwest Airlines, 778
3. WestJet, 734
4. AirTran Airways, 706
5. Frontier Airlines, 676
Airline loyalty/rewards program satisfaction
1. Alaska Airlines Mileage Plan, 757
2. Southwest Airlines Rapid Rewards, 731
3. JetBlue Airlines TrueBlue, 707
4. United Airlines MileagePlus, 691
5. Delta Air Lines SkyMiles, 686
6. American Airlines AAdvantage, 685
7. US Airways Dividend Miles, 642
Delta Air Lines held onto a No. 2 ranking in a closely-watched airline satisfaction study, coming in behind No. 1 Alaska Airlines.
Atlanta-based Delta improved its score in the annual J.D. Power North American airline satisfaction study, but still trailed Alaska by 44 points on a 1,000 point scale.
Delta CEO Richard Anderson has long targeted the J.D. Power award as one of the company’s annual goals. Delta is ranked in the category of traditional “network carriers.”
“A good thing for customers is that Alaska has continued to improve as Delta has,” said Rick Garlick, global practice leader for J.D. Power’s travel and hospitality group. “The winner really is the customer.”
With baggage fees, cramped seats and higher fares this summer, some airline customers may not feel like winners.
Garlick acknowledged airline satisfaction is “not great. But it’s the best that it’s been in many years.” He noted airlines have used technology to make it easier to check in, added wi-fi service and improved in-flight entertainment.
Among five “low-cost” carriers, Southwest Airlines ranked 2nd behind JetBlue, while Southwest merger partner AirTran Airways ranked 4th.
And in a new J.D. Power ranking of airline frequent flier programs, Alaska’s program again took first place, followed by Southwest’s in 2nd. Delta ranked 5th out of seven. Delta recently announced a change to its SkyMiles program effective next year, when it will award free flights based on dollars spent rather than miles flown.
Delta has “been a trendsetter” in loyalty programs, “so we’ll see how that works out,” Garlick said.
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