SEATTLE — Alaska Airlines ranked highest in airline customer satisfaction among traditional network carriers for the fifth consecutive year by J.D. Power and Associates in its 2012 North America Airline Satisfaction Study. The airline also ranked highest J.D. Power and Associates' annual segment rankings in 2008, 2009, 2010 and 2011.
Alaska Airlines ranked highest in four of the seven measures ranked by travelers, including check-in; reservation; flight crew; and boarding/deplaning/ baggage. Alaska is the only U.S. carrier to offer a baggage service guarantee, which provides customers with a $20 discount coupon on a future Alaska Airlines flight or 2,000 Alaska Airlines Mileage Plan frequent flier miles if their luggage is not at the carousel within 20 minutes after their flight arrives at the gate.
J.D. Power and Associates' 2012 North America Airlines Satisfaction Study is based on responses from more than 13,500 passengers who flew on a major North America carrier between July 2011 and April 2012. The study measures overall customer satisfaction based on performance in seven measures (in order of importance): cost and fees; flight crew; in-flight services; aircraft; boarding/deplaning/baggage; check-in; and reservation. Traditional network carriers are defined as airlines that operate multi-cabin aircraft and use multiple airport hubs.
See the report: J.D. Powers and Associates' 2012 Satisfaction Study