As airlines struggle to balance providing good service with making a profit, JetBlue Airways has ranked top in customer satisfaction for a seventh year in a row, according to a new survey by J.D. Power and Associates.
JetBlue, the No. 3 carrier at Orlando International Airport, scored 776 points out of 1,000 on the survey, which asked more than 13,500 passengers about their airline experiences based on seven performance factors, including costs and in-flight services.
Customers particularly liked New York-based JetBlue's aircraft and its in-flight services.
Coming in a close second was Southwest Airlines, the busiest carrier at OIA. The Dallas-based airline scored 770 points, ranking high for costs and fees; boarding, deplaning and baggage; check-in; and reservations.
Both carriers have reputations for caring about service and solving people's 'pain' points as they travel, said Stuart Greif, vice president and general manager of J.D. Power's global travel and hospitality practice.