Alaska Airlines tops J.D. Power survey for 7th year

Staff writerMay 14, 2014 

For the seventh year in a row, Alaska Airlines has won top honors in J.D. Power's 2014 Airline Satisfaction Survey.

The airline, based in SeaTac, won a 737 rating (on a 1,000-point scale), ranking it 44 points ahead of the second place finisher,  Delta, among traditional airlines. Among low-cost carriers, JetBlue topped the charts with a score of 789.

Overall, traditional carriers' ratings advanced an average of 17 points despite more fees for baggage, seating and other items.

Alaska also earned first place this year in a new J.D. Power survey ranking the quality and usability of airline frequent flier programs.

"I could not be more proud of our employees for delivering the level of service that we believe helped us receive our seventh straight J.D. Power award and top honors for our Mileage Plan," said Alaska Airlines CEO Brad Tilden.

J.D. Powers' rankings and awards are based on survey of 11,300 customers who flew major North American carriers between March of 2013 and March of 2014.

Those customers ranked airlines on several standards: reservations, costs, fees, check-in, boarding-deplaning-bagga reservations; costs and fees; check-in; boarding/deplaning, aircraft and flight crew.

The frequent flier programs were ranked based on ease of redeeming points-miles, reward program terms, account maintenance and management, ease of earning points-miles, variety of benefits available and customer service.

The survey firm said Alaska's Mileage Program's strong point is the number of partners it has where Alaska frequent fliers may earn or expend points.

Among traditional carriers, American Airlines ranked third followed by Air Canada, United and US Airways.

Among low-cost carriers after Jet Blue were Southwest, Canada's WestJet, AirTran and Frontier.

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