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Southwest recently took first place in a survey of airline satisfaction conducted by the University of Michigan.
For five consecutive years, JetBlue has ranked No. 1 in the North American Airline Satisfaction Study by J. D. Power & Associates, in the category of low-cost carrier.
Last week, J. D. Power and Associates released its annual North American airline satisfaction report, which showed that overall passenger satisfaction with airlines declined this year after two years of small improvements.
Taking into account responses from more than 11,800 passengers, the group's 2013 North America Airline Satisfaction Study calculated which air travel factors affect passenger satisfaction, including costs and fees; in-flight services; boarding, deplaning and baggage; flight crew; aircraft; check-in; and reservations.
JetBlue has won J.D. Power and Associates airline satisfaction studies every year from 2006 to 2013.
According to the J.D. Power and Associates 2016 North America Airline Satisfaction Study, flying on an airplane hasn't been that bad lately.
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In an annual Australian domestic airline customer satisfaction survey by Roy Morgan Research released in April, Tiger finished a distant last, with only 48 percent of its passengers saying they were very or fairly satisfied with their travel experience.
Here's what makes loyalty programs so annoying: We already don't like airlines; an American Customer Satisfaction Index rated them 40th among 43 industries.
Other suggested directions for research include exploring how communication strategy airlines use on Facebook affects customer satisfaction, comparing airlines' activity on Facebook with other transportation modes, etc. Considering very high Facebook adoption rate among young generation, it appears social media will be an important research topic in the years to come.
This research examines to which extent the disruptive/irregular events such as missed and delayed connections may affect the airlines' high valuable passengers' satisfaction, if taking into consideration airlines' seeking the prevention of losing passengers' goodwill especially in the situation where the level of service quality (SQ) performed is not as high as the promoted one.
In 2014, J. D. Power and Associates ranked Alaska Airlines highest in customer satisfaction of traditional airlines for the seventh consecutive year.
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