Continental and JetBlue were the big winners in the annual J.D. Power North America Airline Satisfaction Study. The study asked 10,000 respondents to judge airlines on seven factors: cost and fees; flight crew; in-flight services; aircraft; boarding/deplaning/baggage; check-in and reservations.
Continental won the overall satisfaction award for a traditional carrier with 704 points out of a possible 1,000, despite hosting a sewage geyser on a recent flight. JetBlue won the overall satisfaction award for a low cost carrier with 810 points, despite massively fumbling its response to snow.
Blemished records aside, this is Continental’s second consecutive year winning the award, and JetBlue’s third. Congratulations, airlines – just don’t celebrate by buzzing the tower. — CAREY GREENBERG-BERGER