Airlines' approval ratings rise in Power study

Fees are rising, service can be lousy and . . . airline passengers are happier? Um, yes, according to the latest North America Airline Satisfaction Study, released Tuesday by research company J.D. Power & Associates.

It asked more than 12,300 passengers who flew between April 2009 and April 2010 to rate North American airlines on costs and fees; flight crew; in-flight services; aircraft; boarding/deplaning/baggage; check-in, and reservations.

Compared with last year's survey, "performance improved across the board," said Stuart Greif, vice president and general manager of the global travel and hospitality practice at J.D. Power.

Forest Hills-based JetBlue Airways, for the fifth year in a row, was the highest-rated low-cost carrier. Southwest Airlines, which flies out of Long Island MacArthur Airport in Ronkonkoma, ranked second. Among traditional network carriers, Alaska Airlines ranked highest, for the third year in a row, followed by Continental Airlines.

Grief said that a drop in airline traffic and congestion, amid the economic downturn, has helped flights run on time. And to avoid new fees, passengers are checking less luggage, which is reducing issues with baggage handling.

Statistics from the U.S. Department of Transportation back up both points. In 2009, 79.5 percent of flights arrived on time, compared with about 78 percent in 2008. And between 2008 and 2009, baggage complaints fell to 3.91 from 5.26 per 1,000 passengers.

As for increasing fees for bags, seat selection and more, passengers may be angry but are resigned to paying them.

Another striking figure from this year's survey: Fliers rated low-cost carriers, on average, 93 points higher than traditional network carriers. Four of the top five low-cost carriers scored above 700 in overall satisfaction; none of the network carriers did. Grief attributes that to service quality and low or no checked-bag fees at some low-cost carriers.