Everyone loves JetBlue. Once again, the air carrier scored the highest marks on J.D. Power’s annual customer service satisfaction survey of North American carriers.
JetBlue scored 790 on a 1,000-point scale in the Low-Cost Carrier Rankings, just ahead of the second-place airline, Southwest, at 789 points. In the Traditional Carrier Rankings, Alaska Air Lines topped the list with 751 points. The study is based on responses from 10,348 passengers who flew on a major North American airline between March 2015 and March 2016.
This is the 12th-consecutive year that JetBlue has performed highest in the study, though J.D. Power notes that JetBlue’s score declined since last year in six of the seven factors surveyed. Aircraft was the only factor it improved upon.
So what exactly is it that travelers love about JetBlue?
JetBlue is beloved for its traveler-centric culture. Here’s a look at common themes that arise when passengers talk about JetBlue.
JetBlue passengers love getting free stuff. Though it began charging to check bags in 2015 (which may explain its declining score on the J.D. Power survey), JetBlue continues to provide complementary Wi-Fi, snacks, and live television, which makes the overall travel experience more enjoyable.
— Anna-Lee Bartley (@AnnaLeeBartley) December 25, 2015
In the era of shrinking airline seats, JetBlue’s are the roomiest. Based on data from SeatGuru, the typical seat pitch for an economy class ticket on a JetBlue flight is 34 inches. That’s the most among U.S. airlines. Seat pitch, the distance from any point on one seat to the same point on the seat in front or behind, is what the airline industry uses to measure legroom.
Thanks @JetBlue for having actual leg room for actual legs! And cushy seats!
— Ellen Seidman (@LoveThatMax) May 11, 2016
JetBlue consistently ranks highest in customer service satisfaction reports, thanks to its courteous and helpful staff. One area it excels is social media, particularly Twitter, where JetBlue resolves customer service issues quickly and delightfully.
— Bill Butler (@BillButlerBos) May 12, 2016