Denver-based Frontier Airlines was the No. 2 ranked low-cost carrier behind JetBlue Airways in a J.D. Power and Associates airline customer satisfaction report released today.
Frontier improved in all categories, according to the study, including the most important driver of satisfaction – costs and fees.
Amenities also make a difference to passengers, according to the study. Among Generation X passengers, 54 percent would like in-seat satellite or live TV, and Frontier offers seatback televisions.
Frontier has been dealing with financial challenges and recently made changes such as doubling a fee instituted last year for booking a ticket by phone or in person at the airport to $10.
JetBlue got the top ranking among low-cost carriers in spite of its meltdown that led to massive flight cancellations in New York after a storm in February.
Continental Airlines was the top-ranking airline in the “traditional network carrier” segment. In that segment United Airlines, the largest carrier at Denver International Airport, ranked fifth, which was below average.
Passengers said the amenities they want most are complimentary meals and in-flight movies, according to the report.
Frontier improved its ranking among low-cost carriers from No. 4 last year, while United moved up among traditional network carriers from No. 6 a year ago.
The study measures customer satisfaction with major North American carriers that earn at least $1 billion a year in passenger revenue, based on Department of Transportation statistics. It was based on responses from 9,653 passengers who flew on a major North American airline between April 2006 and April 2007.
Staff writer Kelly Yamanouchi can be reached at 303-954-1488 or at kyamanouchi@denverpost.com .
