May 15, 2013

Cloud Nine

Thank you.

It would take us a long time if we tried to say thank you to all our customers. Let’s just say if we were accepting a Tony Award or an Oscar, we’d very quickly get ushered off the stage.

But we want to say thank you to each and every one of you because JetBlue was just awarded highest honors in airline customer satisfaction among low-cost carriers by J.D. Power & Associates 2013 North America Airline Satisfaction Study℠. And while in and of itself this is great, we’re thrilled that this is a recognition we’ve received every year from 2006 to 2013. We were also ranked highest in customer satisfaction among all U.S. major airlines in 2005, when low-cost and traditional network carriers were combined in a single category. All that to say, this year’s achievement marks our ninth consecutive J.D. Power & Associates recognition and we’re stoked.

You could say we’re on Cloud Nine.

The study is based on responses from more than 11,800 customers who flew on a major North America airline between May 2012 and April 2013. It measures overall customer satisfaction based on performance in seven measures (in order of importance): cost and fees; in-flight services; boarding/deplaning/baggage; flight crew; aircraft; check-in; and reservation.

It is our pleasure to serve you. If we’ve done our job right, we’ve done more than simply fly you from point A to point B. Hopefully we’ve enhanced your journey, maybe with a little extra legroom or the ability to pack a little more for your vacation with a free first checked bag or a complimentary snack and TV show that helped the flight go by a little faster. Or maybe it was with some extra help on the phone with a reservation or a smile from a crewmember at the airport or as you boarded your flight.

Either way, we couldn’t do it without the 15,000 JetBlue crewmembers delivering the JetBlue experience every day, so a huge shout out to them.

Thank you for trusting us and giving us the opportunity to serve you. We hope to see you again on a future flight real soon.

JetBlue received the highest numerical score among five low cost carriers in the proprietary J.D. Power & Associates 2013 North America Airline Satisfaction Study℠. Study based on responses from 11,849 passengers who flew on major North American airline between April 2012-March 2013. Proprietary study results are based on experiences and perceptions of consumers surveyed in May 2012-March 2013. Your experiences may vary. Visit

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