Report: Consumer Satisfaction with Airlines at Four-Year Low

Amid some striking airfare sales this week, J.D. Power and Associates released their 2009 North America Airline Satisfaction Study. The findings represent a four-year low in customer satisfaction. Alaska Airlines got the highest rating among major carriers, while JetBlue Airways took the title for budget airlines -- JetBlue's fifth consecutive top ranking. Southwest finished second in the budget category, while Continental was runner-up among the major carriers.

The survey queried both business and leisure travelers. It concludes that frequent fliers are generally more satisfied with air travel these days than their less-traveled contemporaries. Dale Haines, senior director of the travel practice at J.D. Power and Associates, says research shows that discrepancy is related to the inexperienced flier just now discovering all the new fees associated with air travel.

Haines also says airlines that communicate the reasons behind foibles such as flight delays tend to score higher in these surveys. By the way, findings also show wait times to obtain boarding passes or check baggage actually decreased from last year's 14-minute average to 12 minutes.

What did you do with your two extra minutes?

Surveys of this type are often written off by serious budget travelers. We're looking for the best airfares and we'll book with the carriers that offer those elusive deals. But in an industry where the pressure to cut costs and fares is relentless, it's worth checking every year to see who is succeeding at maintaining strong service.