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U.S. air travelers ranked JetBlue Airways Corp. (JBLU) as their favorite low-cost airline and Continental Airlines Inc. (CAL) as the best of the traditional network airlines, according to a study from J.D. Power & Associates released Thursday.
Many financially strapped U.S. airlines continue to cut costs, but that doesn’t mean they’re slacking on good service for customers, Linda Hirneise, executive director of the travel practice at J.D. Power, said in a prepared statement.
“Airlines that have high customer satisfaction have two things in common: They have processes in place to ensure a consistent, positive travel experience, and they have the right people working for them, who make the flying experience a pleasurable one for their passengers.”
In partnership with Aviation Week Magazine, the research company polled nearly 10,000 airline passengers who flew between January and May of 2006.
“JetBlue is true to its model,” Hirneise said, delivering on a promise to give passengers “a comfortable seat with a television monitor, peanuts, and service with a smile.”
Southwest Airlines Co. (LUV) ranked second in customers’ satisfaction with low-cost airlines.
Passengers said Continental excels in the check-in, in-flight service, and cost and fees factors. The Houston airline ranked particularly high among business travelers, the survey found.
Delta Air Lines Inc. (DALRQ) was close behind Continental, according to passengers polled, with American Airlines, a unit of AMR Corp. (AMR), coming in third.
Las Vegas McCarran Is Favorite Airport
The survey also asked passengers to rank U.S. airports. Among the largest airports, McCarran International in Las Vegas came in first, followed by New York’s John F. Kennedy International and Philadelphia International, which tied for second place.
Dallas/Fort Worth International ranked third of 17 major airports included in the survey.
New York’s LaGuardia International ranked first among medium-sized airports, followed by Chicago Midway International and Baltimore Washington International.
Dallas Love Field tied for first among small U.S. airports, ranked equally with Houston Hobby International. Orange County John Wayne ranked second behind the Texas airports.
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