Low-cost airlines that cut out many of the extras might not be expected to get high marks for service — just as fast food is not as likely to win culinary awards.
But J.D. Power and Associates’ “2012 Customer Service Champions” did not include such long-established carriers like Delta, United or American airlines among the 50 companies from various industries that won the distinction this year based on value, service and other measures.
Instead, the report listed low-cost airlines Southwest, JetBlue and San Francisco-based upstart Virgin America as the only carriers to win the award. The list of champions was chosen based on customer feedback and perceptions gathered from J.D. Power's research between 2000 and 2011.
In an era when Americans stress getting the most for their money, the three airlines were chosen in part because of the savings they offer passengers, said Stuart Greif, vice president for global travel for Westlake Village-based J.D. Power and Associates.