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A Southwest 737 MAX in Las Vegas (Photo: AirlineGeeks | William Derrickson)

Southwest Airlines Tops 2020 J.D. Power Rankings

The J.D. Power awards for airline customer satisfaction were announced on May 27, with Southwest Airlines taking the top spot in both rankings. The Dallas-based carrier was rated highest in both the long-haul and short-haul categories, besting the likes of Alaska Airlines, Delta Air Lines and JetBlue. Southwest Airlines scored 826 out of 10,000 point scale in the long-haul category and 839 out of 10,00 in the short-haul category. JetBlue scored 823 and 833, respectively. Out of the three major…

United’s ConnectionSaver Isn’t Getting Enough Attention

Earlier this year United introduced a new system called ConnectionSaver. This system, on a broad level, scans flights for customers making tight connections and looks at many variables to determine if it’s worthwhile to delay the passenger’s connecting flight without inconveniencing other customers or creating a ripple effect that would…

Opinion: When the Customer is Wrong

Two days ago, someone sent me a video of a woman screaming at a JetBlue gate agent at Fort Lauderdale-Hollywood International Airport. Although I'm a journalist, I'm also a former airline agent and have been a victim of angry passengers many times to a point of losing sleep and feeling…

Customer Service Slowly Becomes a Priority for Low-Cost Carriers

The International Air Transport Association (IATA) expects four billion passengers to travel in 2017, and is forecasting nearly eight billion to be flying by 2036. Orders for Boeing and Airbus aircraft at last week’s Dubai Airshow will go some way to meeting that demand, but airlines are also seeking to…