J. D. Power released its 2019 North America Airline Satisfaction Study on Wednesday. The 15th edition of the survey showed consumer satisfaction to be at an all time high.
In the past year, US and Canada airlines have scored an average of 773 points on a 1000-point scale and beat last year's record score by 11 points.
According to J.D. Power is the increase in customer satisfaction driven by the airlines' investment in reservation and check-in technology along with an infusion of new aircraft.
"Airlines continue to deliver on the operational side of flights," Michael Taylor, raising intelligence lead at J.D. Power said in a statement. "New technology investments have dramatically improved the reservation and check-in process. Fleets are newer and travelers generally feel they are getting great value for their money."
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However, seatback entertainment, food service and wi-fi remain for the lowest ranked portion of the flying experience.
"However, one area where both traditional and cheaper airlines can still improve is in airline services," Taylor said. "It continues to be the lowest ranked factor in the survey, as many airlines are still struggling with in-flight entertainment, connectivity, in-seat power and food service."
The third consecutive year, Southwest is the highest scoring company in the survey and among low cost carriers. This year, it joined the JetBlue employees with 81
Alaska Airlines again got the highest score for a traditional airline with 801 points.
Airlines in the survey are judged on performance in seven categories. In order of importance, they are costs and fees; in-flight services aircraft; boarding, deplaning and luggage flight crew check-in; and reservations.
The JD Power study is based on data collected from 5,966 business and leisure aircraft passengers flying on major US and Canadian airlines between April 2018 and March 2019. Several notable airlines such as Hawaii, Allegiant and Air Transat were not included in the survey.
Here is a closer look at how the US airlines performed at J.D. Power 2019 North America Airlines Satisfaction Study.