JetBlue Awarded Seventh Consecutive Customer Satisfaction J.D. Power and Associates Honor


New York-based JetBlue Airways, devoted to becoming the Americas’ Favorite Airline by bringing humanity back to air travel, today was awarded highest honors in airline customer satisfaction among low-cost carriers for the sixth year by J.D. Power and Associates 2011 North America Airline Satisfaction Study(SM). This is the seventh consecutive customer satisfaction award JetBlue has received from J.D. Power and Associates. The value airline also ranked highest in satisfaction among low-cost airlines every year from 2006 to 2010, and among all U.S. major airlines in 2005, when low-cost and traditional network carriers were combined in a single category.

“This is an exciting and rewarding day for us at JetBlue, and we are honored to be recognized for seven straight years by customers across the U.S.,” said Dave Barger, president and CEO of JetBlue Airways. “We are grateful to each of our 13,000 crewmembers, who set out to deliver an unforgettable experience for every customer, on every flight, with professionalism and passion that makes our company stand out above the rest.”

The 2011 North America Airline Satisfaction Study(SM) measures customer satisfaction among both business and leisure passengers of major North America carriers. The study is based on responses from more than 13,500 passengers who flew on a major North America airline between July 2010 and April 2011. The study was fielded between August 2010 and April 2011. Overall customer satisfaction based on performance in seven measures (in order of importance): cost and fees; in-flight services; flight crew; aircraft; boarding/deplaning/baggage; check-in; and reservation.

“We earned this award because of our crewmembers’ tirelessness and dedication to taking care of each other and our customers,” Barger continued. “It’s humbling to see that we not only maintained our leadership position, but we also increased our score among the traveling public. We look forward to building on our performance to achieve even greater success next year.”

JetBlue, the ‘un-airline’ of the industry, has carved out a niche among competitors that is focused on delivering un-matched value to all customers with its core product offerings, including a first checked bag free of charge, unlimited complimentary in-flight snacks and beverages, and a live in-flight entertainment system with 36 channels of free DIRECTV programming and more than 100 channels of free XM Satellite Radio at every comfortable leather seat. Customers can expect friendly service from the friendliest crewmembers in the sky while they kick back and enjoy in spacious aircraft cabins, which offer the most legroom in coach of any U.S. airline.