JetBlue and Continental rank top for customer satisfaction in survey by J.D. Power and Associates

Airline Industry Information, June 20, 2007

AIRLINE INDUSTRY INFORMATION-(C)1997-2007 M2 COMMUNICATIONS LTD

J.D. Power and Associates has said that JetBlue Airways ranks highest among United States low-cost airlines when it comes to customer satisfaction, despite severe delays and flight cancellations caused by weather and computer malfunctions in the past year.

Continental Airlines ranks highest among traditional network carriers, according to the J.D. Power and Associates 2007 North America Airline Satisfaction Study.

The study reportedly 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.

Results show that JetBlue ranks highest overall for a third consecutive year, earning the highest ranking for low-cost carriers in 2006 and 2007. JetBlue achieved 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).

Continental Airlines ranks highest for a second consecutive year in the traditional network carrier segment and earned an overall satisfaction index score of 704, and improved 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.

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