JetBlue Airways took hits in all three segments of the latest airline rankings from J.D. Power.
After back-to-back years of the Queens-based airline ranking No. 1 for customer satisfaction in first and business class, Delta Air Lines overtook the throne in this year’s rankings, which were released this morning. JetBlue now sits second in that segment, followed by United Airlines.
JetBlue ranked No. 2 in the premium economy category last year but did not crack the top three this time around. Delta held onto the top position in that category, followed by Alaska Airlines and American Airlines. JetBlue holds the No. 4 slot.
JetBlue also fell out of the top three for economy and basic economy satisfaction. Southwest Airlines and Delta continued to lead that category, with Allegiant Air overtaking the No. 3 slot. Alaska sits at No. 4, followed by JetBlue.
J.D. Power surveys North American passengers about airline staff; digital tools; ease of travel; level of trust; on-board experience; pre- and post-flight experience; as well as value for price paid. It was fielded from March 2023 through March 2024
It’s a slight change from last year’s survey criteria of aircraft, baggage, boarding check-in, cost and fees, flight crew, in-flight services and reservation.
The consumer-research firm said ease of travel and trust were more important to passengers than price, despite rising fares that accompanied the recovery of travel after the COVID-19 pandemic. “While things like value for price paid are important, it is more important to passengers just to have a seamless flight,” the firm said.
Here are the full 2024 rankings:
Best in First and Business Class
1. Delta Airlines
2. JetBlue Airways
3. United Airlines
4. Alaska Airlines
5. American Airlines
6. Air Canada
Best in Premium Economy
1. Delta Airlines
2. Alaska Airlines
3. American Airlines
4. JetBlue Airways
5. WestJet
6. United Airlines
7. Air Canada
Best in Economy/Basic Economy
1. Southwest Airlines
2. Delta Airlines
3. Allegiant Air
4. JetBlue Airways
5. American Airlines
6. WestJet
7. United Airlines
8. Air Canada
9. Spirit Airlines
10. Frontier Airlines
John Pletz of Crain’s Chicago Business contributed.
Jack Grieve , 2024-05-08 21:06:09
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