J.D. Power Study Ranks Alaska Airlines Highest in Traditional Carrier Satisfaction for Seventh Straight Year

Alaska Airlines Mileage Plan also receives top ranking in inaugural airline loyalty satisfaction report

May 14, 2014, 08:00 ET from Alaska Airlines

SEATTLE, May 14, 2014 /PRNewswire/ -- Alaska Airlines ranked highest in airline customer satisfaction among traditional carriers for the seventh consecutive year in the J.D. Power 2014 North America Airline Satisfaction StudySM. The organization also announced today that frequent fliers ranked Alaska Airlines' Mileage Plan highest in overall customer satisfaction in its first-ever Airline Loyalty/Rewards Program Satisfaction ReportSM.

"I could not be more proud of our employees for delivering the level of service that we believe helped us receive our seventh straight J.D. Power award and top honors for our Mileage Plan," Alaska Airlines CEO Brad Tilden said. "We're very honored by this recognition from our customers and remain committed to being the easiest airline to fly."

In the overall rankings among traditional carriers, Alaska received the highest score of 737, up 20 points from last year. For the first time in seven years, customers ranked Alaska highest in every category that J.D. Power evaluates, including reservations; costs and fees; check-in; boarding/deplaning/baggage; aircraft; and flight crew.

J.D. Power 2014 North America Airline Satisfaction StudySM is based on responses from more than 11,300 customers who flew on a major North America carrier between March 2013 and March 2014. The study measures overall customer satisfaction based on performance in seven measures (in order of importance): cost and fees; flight crew; inflight services; aircraft; boarding/deplaning/baggage; check-in; and reservation. Traditional carriers are defined as airlines that operate multi-cabin aircraft and use multiple airport hubs.

Alaska Airlines Mileage Plan Ranks Highest in Overall Customer Satisfaction
J.D. Power also announced Alaska Airlines' Mileage Plan ranked highest in overall customer satisfaction based on six factors, including ease of redeeming points/miles; reward program terms; account maintenance/management; ease of earning points/miles; variety of benefits available; and customer service.

"A key strength for Alaska Airlines is its partners program, which allows its members to earn points when flying one of its partner airlines or staying at one of its partner hotels," according to J.D. Power. "While partner programs are not unique to Alaska Airlines, the carrier's vast partner networks allow its members to earn points through a number of airlines and hotels."

The 2014 Airline Loyalty/Rewards Program Satisfaction Report measures customer satisfaction with airline reward and loyalty programs. The report is based on responses from more than 3,800 airline loyalty and reward program members surveyed in March 2014.

"We're honored to receive recognition for our Mileage Plan in J.D. Power's new loyalty/rewards program category," said Caroline Boren, Alaska Airlines' managing director of loyalty marketing and customer care. "This recognition is a demonstration of the global value our program provides our members, which includes the ability to earn miles on Alaska and our 14 airline partners and redeem them for travel to more than 700 award destinations worldwide."

Boren credits recent enhancements to Alaska's loyalty program for the high ranking, which include the ability for members to earn elite-qualifying miles on all of the carrier's 12 international airline partners. In addition, Mileage Plan members can easily shop for one-way award seats using a convenient online calendar, allowing members to mix and match award shopping in a variety of ways, like booking on multiple airlines in one reservation.

Read the official J.D. Power releases at www.jdpower.com.

About Alaska Airlines
Alaska Airlines, a subsidiary of Alaska Air Group (NYSE: ALK), together with its partner regional airlines, serves nearly 100 cities through an expansive network in Alaska, the Lower 48, Hawaii, Canada and Mexico. For reservations, visit www.alaskaair.com. For more news and information, visit the Alaska Airlines Newsroom at www.alaskaair.com/newsroom.

SOURCE Alaska Airlines