Continental No. 1 for Long Flights, Survey Says
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Continental Airlines Inc. topped a J.D. Power & Associates customer satisfaction survey of U.S. airlines for the second year in a row.
The Houston-based airline earned the top spot for domestic flights over 500 miles and was ranked second for service under 500 miles.
Phoenix-based America West Airlines Inc. won the top ranking for domestic service under 500 miles.
The survey, which is conducted in collaboration with Frequent Flyer magazine, looks at factors including on-time performance, flight schedules and availability, passenger check-in procedures, the comfort of aircraft passenger seats, airline frequent-flier programs and the quality of in-flight food.
“There is a significant correlation between loyalty and overall customer satisfaction,” J.D. Powers III, the company’s chairman, said in a statement. “As satisfaction declines, so does the likelihood of the traveler to use an airline again.”
Trans World Airlines Inc. was ranked second for service over 500 miles, followed by UAL Corp.’s United Airlines. AMR Corp.’s American Airlines and Southwest Airlines Co. tied for fourth.
US Airways Group ranked third in the shorter flight category, and Delta Air Lines Inc. and Southwest shared fourth place.
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