Airline passengers blame bad service not prices

Travelers are saying that it’s poor levels of customer service and not just higher fares and additional charges that are leading to their dissatisfaction with U.S. airlines. This is according to a recently-released survey by J.D. Power and Associates.

The study further reported that passengers’ overall satisfaction with the airline industry has reached its lowest point in three years.

JetBlue Airways ranked the highest overall in customer satisfaction for the fourth year running. It also ranked the highest of all low-cost carriers for a third year in a row. The carrier performed well over six of the seven satisfaction measures, which included aircraft; boarding, deplaning, and baggage service; check-in; flight costs and fees; flight crew and the carrier’s in-flight services.

Southwest Airlines Co. ranked second among low-cost carriers, scoring an overall satisfaction rating of 3 as compared with JetBlue’s 5, but it did receive a score of 5 for flight reservations and scheduling. Southwest received a score of 4 for check-in, and a score of 3 for aircraft interior. Both AirTran Airways and Frontier Airways received overall scores of 2.

Rankings for traditional carriers were led by Alaska Airlines and Continental Airlines. Alaska’s marks were high in five of seven measures, including aircraft; boarding, deplaning, and baggage services; check-in; flight crew; and reservations. Continental scored well in the flight costs and fees measure.

“Across the airline experience — from check-in to the flight to deplaning — passengers are being affected by the ramifications of carriers making staff cutbacks, and have expressed that performance and attitudes of airline staff are suffering,” reported Sam Thanawalla, the director of global hospitality and travel practice for J.D. Power.

“In this unstable industry environment, it is critical that airlines invest in their employees as a means to enhance the customer experience, as there is a strong connection between employee satisfaction and customer satisfaction,” Thanawalla said. “Those airlines that focus on keeping their employees informed and motivated will be better able to change negative consumer sentiment and truly differentiate themselves.”