Low-cost Airlines, JetBlue and Southwest, Bring Most Satisfaction

Flyers may be singing the Rolling Stones lyrics "I can't get no satisfaction," when they board flights nowadays, however passengers seem to be more satisfied with JetBlue Airways and Southwest Airlines.

The J.D. Power and Associates 2012 North America Airline Satisfaction Study found that overall, travelers are less satisfied with airlines, but low-cost airlines like JetBlue and Southwest are at the top of the satisfaction study.

The study, based on a 1,000 point scale, showed that overall airline satisfaction dropped two points from 683 to 681 from last year and satisfaction among traditional carriers dropped four points.

However, low-cost airlines, like JetBlue and Southwest had an increase in satisfaction. Pricing is a biggest factor when it comes to customer satisfaction according to 41 percent of respondent, which is why low-cost airlines are favorable. Checked-bag fees are also a large factor, noting that those who paid fees for checked- bags were 85 points less satisfied than those who didn't. JetBlue and Southwest don't charge to check the first bag, and Southwest doesn't even charge for a second bag.

For the eighth year in a row, JetBlue Airways tops the list, with 776 satisfaction points. They performed very well in the factors of in-flight services and aircraft. This satisfaction rate may be due to JetBlue's free TV's, extra legroom, and comfortable seating.

"We are honored and humbled to be ranked highest among low cost carriers by the traveling public, and to receive this highly-respected and sought-after industry accolade for the eighth consecutive year," said Dave Barger, president and CEO of JetBlue Airways in a press release.

Southwest Airlines was a close second at 770 satisfaction points. Passengers are most satisfied with Southwest's cost and fees; boarding/deplaning/baggage; check-in; and reservation.

The survey included the opinions of more than 13,500 business and leisure passengers who flew between May 2011 to April 2012 . The points were determined based on customer's satisfaction with factors such as cost and fees, in-flight services, boarding/deplaning/baggage, flight crew, aircraft, check-in and reservations.

Traditional airlines placed lower on the list. Alaska Airlines ranks as the highest of traditional carriers for the fifth consecutive year with 678 satisfaction points. It is followed by Air Canada at 677 and Delta at 659.