New York-based JetBlue Airways has been awarded the highest honours in airline customer satisfaction among low-cost carriers by the J.D. Power 2014 North America Airline Satisfaction Study, a recognition the carrier has received every year from 2006 to 2014.
“It’s an incredible honor to be ranked highest among low-cost carriers in customer satisfaction by the travelling public for the tenth consecutive year,” said Dave Barger, CEO of JetBlue Airways. “On behalf of the 15,000+ crewmembers at JetBlue we are humbled and we do not take this unprecedented distinction lightly. Our culture is one of service, and while there’s always room for improvement, we are all committed to living the values and are dedicated to fulfill our mission of inspiring humanity each day.”
The 2014 North America Airline Satisfaction Study measures customer satisfaction among both business and leisure passengers of major North America carriers. The study is based on responses from more than 11,370 passengers who flew on a major North America airline between March 2013 and March 2014. The study was fielded between April 2013 and March 2014. The study measures overall customer satisfaction based on performance in seven measures (in order of importance): cost and fees; in-flight services; boarding/deplaning/baggage; flight crew; aircraft; check-in; and reservation.
This year’s study highlighted travelers’ use of technology during their journey. JetBlue launched Fly-Fi, its inflight Wi-Fi product, on its Airbus 320 fleet last December, and also offers its customers a variety of technology options to enhance their travels, from an easy-to-use website to smartphone applications that enable bookings, track their journey, provide real time flight status updates, and integrate with social media.