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J.D. Power: Airline Service at All-Time High; Alaska, JetBlue, Southwest Are Tops

May 29, 2019
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3 min read
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J.D. Power: Airline Service at All-Time High; Alaska, JetBlue, Southwest Are Tops
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Customer satisfaction with air travel has never been better. Or so says J.D. Power in its 2019 North America Airline Satisfaction Study.

The study, now in its fifteenth year, shows overall satisfaction has been trending up for the past eight years for US and Canadian airlines.

“Airlines continue to deliver on the operational side of air travel,” Michael Taylor, Travel Intelligence Lead at J.D. Power, said in a statement accompanying the study’s results, which were released Wednesday morning. “New technology investments have dramatically improved the reservation and check-in process. Fleets are newer and travelers generally feel that they are getting great value for their money.”

Overall, the industry's satisfaction score climbed to an average of 773 on a 1,000-point scale, an 11-point jump from the previous high that was set just a year ago. It also marked the highest score since J.D. Power moved to its current survey format in 2006.

The improvement in the 2019 scores were driven primarily by “traditional” airlines.

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“While low-cost carriers have historically had the highest levels of customer satisfaction in our study, due to a strong sense of value for money among customers, that line is starting to blur as traditional carriers improve their services and operations,” Taylor said.

However, Taylor said both types of airlines have room for improvement with their inflight service.

“It continues to be the lowest-ranked factor in the study, as many airlines still struggle with in-flight entertainment, connectivity, in-seat power and food service,” Taylor said.

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J.D. Power’s study also ranks airlines. Southwest Airlines and JetBlue tied for the top score overall. Each earned 817 points on the 1,000-point scale, tying them for the top spot in the category for “low-cost carriers.” Southwest had taken the top spot in the previous two years.

Among traditional airlines, Alaska Airlines place No. 1 for the twelfth consecutive year. Alaska's score of 801 points was enough to edge out Delta Air Lines, which finished second with 788 points. These two airlines also usually rank high in TPG's list of Best & Worst US Airlines: In TPG's 2019 rankings, Delta finished in first place and Alaska in second; in 2018, Alaska was first with Delta taking the No. 3 slot.

Scroll down for the full list of airline ratings in the J.D. Power 2019 North America Airline Satisfaction Study.

Traditional carriers

Alaska Airlines (801 points on a 1,000-point scale)

Delta Air Lines (788 points)

American Airlines (764 points)

Segment average (763 points)

Air Canada (729 points)

United Airlines (723 points)

Low-cost carriers

JetBlue Airways (817 points on a 1,000-point scale)

Southwest Airlines (817)

Segment average (793)

WestJet (758)

Spirit Airlines (711)

Frontier Airlines (702)

Featured image by Getty Images

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Why We Chose It

There’s a lot to love about the Amex Gold. It’s a fan favorite thanks to its fantastic bonus-earning rates at restaurants worldwide and at U.S. supermarkets. If you’re hitting the skies soon, you’ll also earn bonus Membership Rewards points on travel. Paired with up to $120 in Uber Cash annually (for U.S. Uber rides or Uber Eats orders, card must be added to Uber app and you can redeem with any Amex card), up to $120 in annual dining statement credits to be used with eligible partners, an up to $84 Dunkin’ credit each year at U.S. Dunkin Donuts and an up to $100 Resy credit annually, there’s no reason that foodies shouldn’t add the Amex Gold to their wallet. These benefits alone are worth more than $400, which offsets the $325 annual fee on the Amex Gold card. Enrollment is required for select benefits. (Partner offer)

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  • 3 points per dollar spent on flights booked directly with the airline or with amextravel.com
  • Packed with credits foodies will enjoy
  • Solid welcome bonus

Cons

  • Not as useful for those living outside the U.S.
  • Some may have trouble using Uber and other dining credits
  • You may be eligible for as high as 100,000 Membership Rewards® Points after you spend $6,000 in eligible purchases on your new Card in your first 6 months of Card Membership. Welcome offers vary and you may not be eligible for an offer. Apply to know if you’re approved and find out your exact welcome offer amount – all with no credit score impact. If you’re approved and choose to accept the Card, your score may be impacted.
  • Earn 4X Membership Rewards® points per dollar spent on purchases at restaurants worldwide, on up to $50,000 in purchases per calendar year, then 1X points for the rest of the year.
  • Earn 4X Membership Rewards® points per dollar spent at US supermarkets, on up to $25,000 in purchases per calendar year, then 1X points for the rest of the year.
  • Earn 3X Membership Rewards® points per dollar spent on flights booked directly with airlines or on AmexTravel.com.
  • Earn 2X Membership Rewards® points per dollar spent on prepaid hotels and other eligible purchases booked on AmexTravel.com.
  • Earn 1X Membership Rewards® point per dollar spent on all other eligible purchases.
  • $120 Uber Cash on Gold: Add your Gold Card to your Uber account and get $10 in Uber Cash each month to use on orders and rides in the U.S. when you select an American Express Card for your transaction. That’s up to $120 Uber Cash annually. Plus, after using your Uber Cash, use your Card to earn 4X Membership Rewards® points for Uber Eats purchases made with restaurants or U.S. supermarkets. Point caps and terms apply.
  • $84 Dunkin' Credit: With the $84 Dunkin' Credit, you can earn up to $7 in monthly statement credits after you enroll and pay with the American Express® Gold Card at U.S. Dunkin' locations. Enrollment is required to receive this benefit.
  • $100 Resy Credit: Get up to $100 in statement credits each calendar year after you pay with the American Express® Gold Card to dine at U.S. Resy restaurants or make other eligible Resy purchases. That's up to $50 in statement credits semi-annually. Enrollment required.
  • $120 Dining Credit: Satisfy your cravings, sweet or savory, with the $120 Dining Credit. Earn up to $10 in statement credits monthly when you pay with the American Express® Gold Card at Grubhub, The Cheesecake Factory, Goldbelly, Wine.com, and Five Guys. Enrollment required.
  • Explore over 1,000 upscale hotels worldwide with The Hotel Collection and receive a $100 credit towards eligible charges* with every booking of two nights or more through AmexTravel.com. *Eligible charges vary by property.
  • No Foreign Transaction Fees.
  • Annual Fee is $325.
  • Terms Apply.