Continental Airlines, which ranks highest in the traditional network airlines segment—airlines that operate multi-cabin aircraft and use multiple airport hubs—excels in the check-in, in-flight service, and cost and fees factors. Continental performs particularly well satisfying business passengers, in part due to the perks of its OnePass frequent flyer program. Delta Airlines closely follows Continental in the segment, while American Airlines ranks third.

“The traditional network airlines have had a particularly difficult time connecting with passengers the past few years, struggling with increasing fuel costs, competition from discounters, massive layoffs and dramatic cost cutting,” said Hirneise. “However, these carriers still have a strong base of customers who value the flexibility of flight legs and additional cabin classes traditional airlines offer. The challenges for the traditional carriers are to manage customer expectations as amenities that used to be expected on such carriers have either disappeared or now require a fee. These carriers also must work to keep employees motivated in the wake of painful cost cutting.”

While the burden of satisfying passengers rests on the airline, there are some steps passengers can take to make their flying experience more enjoyable. The study finds that passengers who book their reservations online through the airline’s Web site report higher satisfaction than those who book at an independent travel Web site or over the phone. In addition, passengers who check in for their flight online or at electronic check-in kiosks at the airport have higher satisfaction levels and save more time during the check-in process than those who use the ticket counter or curbside check-in.

“The message for passengers is to be prepared when you fly,” said Hirneise. “Give yourself plenty of time, and take advantage of the time-saving opportunities the airlines offer by printing your boarding pass before you head to the airport and using the express lines that many airlines offer for checking baggage. Also, as more carriers reduce their offerings in favor of lower operating costs, find out what amenities are available on your flight, and which are not, so you can plan accordingly. Most flights do not serve meals, so you may want to pick up a meal or a snack in the airport before you board the plane. If the flight doesn’t have pillows and blankets, you might want consider packing those items. These steps will help make the flight a more enjoyable experience.”

The 2006 North America Airline Satisfaction Study measures customer satisfaction of both business and leisure travelers with major North American carriers that earn at least $1 billion a year in passenger revenue.

(Source: JD Power)

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