JetBlue tops in customer satisfaction for sixth straight year

By Katie Johnston Chase, Globe Staff

JetBlue Airways, the largest carrier at Logan International Airport, is the top-ranked low-cost carrier for the sixth year in a row, according to the latest North America Airline Satisfaction Study conducted by J.D. Power and Associates, released today.

Southwest Airlines came in second among low-cost carriers. The top-rated traditional network carrier, for the fourth consecutive year, is Alaska Airlines, followed by Air Canada.

The study, based on responses from more than 13,500 passengers, measures customer satisfaction in seven areas: cost and fees, in-flight services, flight crew, aircraft, boarding/deplaning/baggage, check-in, and reservation. Overall, satisfaction with airlines has increased for the second year in a row, but fares and fees are still making passengers grumble. Customers are less happy with traditional airlines than they were in 2007.

“Despite initial declines in satisfaction with increased automation of check-in and reservations,” J.D. Power’s Stuart Greif said in a statement, “passengers have adjusted their expectations during the past several years and now appear more satisfied with the convenience and speed that technology has enabled, while airlines benefit from reduced costs and greater efficiencies in these areas.”