JetBlue Airways again ranks highest among all of the low-cost airline carriers and Continental Airlines ranks the highest among traditional network carriers according to the J.D. Power and Associates 2007 North America Airline Satisfaction Study(SM) just released.

The J.D. Power and Associates 2007 North America Airline Satisfaction 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.

JetBlue ranks highest overall for a third consecutive year, earning the highest ranking for low-cost carriers in 2006 and 2007. JetBlue also earns particularly high ratings in the low-cost carrier segment across all seven customer satisfaction measures — despite a double-digit segment decline in overall satisfaction since 2006. JetBlue achieves an overall satisfaction index score of 810 of a possible 1,000 points and is followed in the rankings by Frontier Airlines (750) and Southwest Airlines (744).

  Overall Airline Satisfaction Index Scores
  Low-Cost Carrier Segment
  (Based on a 1,000-point scale)

  JetBlue Airways                              810
  Frontier Airlines                            750
  Low-Cost Carrier Segment Average             748
  Southwest Airlines                           744
  AirTran Airways                              721

Continental Airlines, which ranks highest for a second consecutive year in the traditional network carrier segment, earns an overall satisfaction index score of 704, and improves in six measures: reservations, check-in, boarding/deplaning/baggage, aircraft, flight crew, and cost and fees. Delta Air Lines and American Airlines follow in the rankings with index scores of 680 and 670, respectively. Traditional network carriers are defined as airlines that operate multicabin aircraft and use multiple airport hubs.

  Overall Airline Satisfaction Index Scores
  Traditional Network Carrier Segment
  (Based on a 1,000-point scale)

  Continental Airlines                         704
  Delta Air Lines                              680
  American Airlines                            670
  Alaska Airlines                              668
  Traditional Network Carrier Segment Average  667
  United Airlines                              659
  US Airways                                   655
  Air Canada                                   648
  Northwest Airlines                           646

The study also finds that passengers in various age ranges report different preferences for “must-have” amenities. While passengers among all age groups report that complimentary meals and in-flight movies are the amenities they want most during a flight, higher percentages of younger passengers express a desire for high-tech amenities. Among Generation X passengers (those born between 1965 and 1976), 54 percent say they would like to have in-seat satellite or live TV, while Generation Y passengers (born between 1977 and 1994) are seven times more likely to want in-flight video games than are Pre-Boomers (born in 1945 and earlier).

The 2007 North America Airline Satisfaction Study measures customer satisfaction of both business and leisure travelers with major North American carriers that earn at least $1 billion a year in passenger revenue, based on Department of Transportation statistics. The study is based on responses from 9,653 passengers who flew on a major North American airline between April 2006 and April 2007.