Customer satisfaction with U.S. airlines increased 10 percent this year over 2010, but passengers continue to be unhappy with cost and fees, according to J.D. Power and Associates’ 2011 North America Airline Satisfaction Study released Wednesday.
Among low-cost carriers, satisfaction is at a five- year high. Satisfaction with traditional network airlines, however, is lower than the 2007 average.
For low-cost and traditional airlines, satisfaction has improved from 2010 in nearly all categories, with the exception of cost and fees. Satisfaction with base fares has dropped for every airline.
Alaska Airlines ranks the highest in overall satisfaction among the traditional carriers. United Airlines, the largest carrier at Denver International Airport, is sixth out of seven.
Among the low-cost carriers, Southwest Airlines, No. 2 at DIA, is a close second to JetBlue Airways, with Frontier — DIA’s third-largest airline — coming in fifth out of five. Ann Schrader, The Denver Post
