JetBlue leads on top in customer satisfaction index

JetBlue Airways and Delta Air Lines have good news for their customers. Both these airlines have topped a survey in respective categories. On one hand, JetBlue beat its competitors to top the list of airlines in customer satisfaction. On the other hand, Delta marched its way up in the field of innovation.

New York based JetBlue seems to have got it right, the right way for a third consecutive time. Its customers are extremely happy with its service offerings. This interesting survey was conducted by Ann Arbor, Michigan based organization American Customer Satisfaction Index (ACSI). As per the survey Delta’s scorecard has shown a remarkable improvement of 27 percent. The airline had hit an all time low in the year 2011 post its merger with Northwest in 2008. Traditionally mergers depict a negative impact on passenger satisfaction.

ACSI said that achieving 100 percent satisfaction amongst its customers remains a long cherished and an elusive dream for most of the airlines. It listed out various reasons for the customers being dissatisfied with the concerned airline. Most important factors include uncomfortable seating, and onboard services. Some passengers are even unhappy about paying a certain fee for check-in bags. Others who experience a smooth check-in process have rated the specific airlines highly on this parameter.

United Airlines seems to have endured the worst from its merger. It scored the least points unlike its five competitors to rank at the bottom of the list. Over scores: JetBlue 79, Southwest at number two spot with 78, Delta 71, Americana and US airways 66, and United 60.