Consumer Reports Awards Southwest Airlines Top Honors
The rankings, released Tuesday, were based on a survey of nearly 15,000 readers. In the survey, readers reported their experiences on 29,720 domestic, round-trip flights over a year.
Respondents rated each leg of their trips on the following criteria: Check-in ease, cabin crew service, cabin cleanliness, baggage handling, seating comfort, and in-flight entertainment. Among the results:
-- Southwest Airlines and JetBlue Airways ranked first and second in customer satisfaction.
-- Southwest ranked best in check-in ease and cabin-crew service, but earned low marks for in-flight entertainment. Only JetBlue got a positive in-flight entertainment grade.
-- JetBlue was also the only airline to receive positive marks in each of the above categories.
-- 93 percent of Southwest passengers were charged no fees at check-in. More than half of American, Delta, JetBlue and Continental passengers also paid no fees. Comparatively, more than 40 percent of US Airways, Alaska, Frontier and AirTran passengers paid one fee.
-- US Airways, United Airlines, Delta Airlines and American Airlines all received mediocre to negative grades in each of the above categories.
For the full article and results, visit Consumer Reports.
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