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 Tuesday.
Frontier improved in all categories, including the most important driver of satisfaction – costs and fees – according to the study.
However, 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.
But amenities also make a difference to passengers. Among Generation X passengers, 54 percent would like in-seat satellite or live TV, the report said, and Frontier offers seatback televisions.
Frontier spokesman Joe Hodas called the ranking “confirmation of the hard work and passion that our employees have for Frontier Airlines.”
He said he doesn’t think the airline’s additional fees will hurt future satisfaction ratings.
“I think the majority of the industry is heading in that direction. So it’s not unusual,” Hodas said.
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.
The range of scores for low- cost carriers overall was higher than for network carriers, indicating a difference in expectations and fare structures, according to Linda Hirneise, executive director of J.D. Power’s global travel practice.
Most low-cost carriers “came out with business models that they’ve never had to deviate from – it was no-frills, we’re going to compete on price,” Hirneise said. Meanwhile, with network carriers, “where we used to have something, we no longer do.”
Passengers said the amenities they want most are complimentary meals and in-flight movies.
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 U.S. 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 kyamanouchi@denverpost.com.
