Local travelers agree with study on airline satisfaction

Study: Airline satisfaction levels at highest since 2006

SAN ANTONIO - Travelers at San Antonio’s airport, like those involved in a study on airline satisfaction by J.D. Power & Associates, appear to be content with the way airlines are doing business. 

The results of the study were released Wednesday morning, and show airline satisfaction is at its highest level since 2006.

The J. D. Power & Associates 2013 North America Airline Satisfaction Study measured passengers’ satisfaction with carriers based on performance in seven different areas.

They include costs and fees; in-flight services; boarding/deplaning/baggage; flight crew; aircraft; check-in and reservations.

Airlines were graded on a 1,000-point scale. 

As in years past, the satisfaction level for low-cost carriers continued to improve -- up one point from 2012, with an overall score of 755, the study showed.

Of them, JetBlue was ranked No. 1, with Southwest in second place.

For the first time in years, though, traditional airlines also saw an increase, with an overall score of 695.

That’s up 14 points compared to the previous year, the study showed.

Alaska was the top ranked among traditional airlines, while Delta came in second for satisfaction.

Megan Browning, who was returning home to Michigan Wednesday morning after visiting family in San Antonio, said she has noticed a difference.

“The lines are shorter,” she said. "You can tell with all the electrons they’re using now, it speeds up how you get through the gates.”

However, one thing that still doesn’t seem to be flying with passengers, according to the study, is the addition of fees for checked baggage.

The study said that remains a sticking point when it comes to satisfaction, and actually contributes to lower satisfaction levels.

“We don't check bags anymore,” Browning said. "It's too much to check a bag. I mean, you have a whole family and it's $25 a bag. "

Like her, other travelers at San Antonio International Airport said they have found ways around the fee.

For them, it means carrying a lighter load, while, according to the study, they’re also doing it with a lighter mood lately.

For a list of recent stories Katrina Webber has done, click here.


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