J.D. Power Reports: Alaska Airline Mileage Plan Ranks Highest in Overall Customer Satisfaction With Airline Loyalty/Rewards Programs

WESTLAKE VILLAGE, Calif., May 14, 2014 /PRNewswire/ -- Alaska Airlines Mileage Plan ranks highest in overall customer satisfaction with airline loyalty/rewards programs, achieving a  score of 757 (on a 1,000-point scale), according to the inaugural J.D. Power 2014 Airline Loyalty/Rewards Program Satisfaction Report ^SM released today.

The report measures customer satisfaction with airline loyalty and reward programs based on six factors (in order of importance): ease of redeeming points/miles; reward program terms; account maintenance/management; ease of earning points/miles; variety of benefits available; and customer service.

Performing well across all factors, Alaska Airlines Mileage Plan performs particularly well in ease of redeeming points/miles and reward program terms.

"A key strength for Alaska Airlines is its partners program, which allows its members to earn points when flying one of its partner airlines or staying at one of its partner hotels," said Rick Garlick, global travel and hospitality practice lead at J.D. Power. "While partner programs are not unique to Alaska Airlines, the carrier's vast partner networks allow its members to earn points through a number of airlines and hotels."

Southwest Airlines Rapid Rewards ranks second (731) and JetBlue Airlines TrueBlue ranks third (707).

KEY FINDINGS

• When deciding which airline loyalty rewards program to participate in, customers are most frequently influenced by the airline website (36%), followed by promotional material received directly from the airline (22%) and airline employees during check-in/post flight (17%).
• When choosing among programs, the most common reason customers select their airline reward program over others is the frequent flyer program's options available (34%). Recommendation by a friend or relative, and the frequent flyer program's reputation are the second most frequently cited reasons for selecting an airline reward program (21% each).
• The primary ways customers earn points with their program are airline flights (85%); travel through program partners (55%); credit cards (46%); car rental (34%); and hotel stays (32%).
• Only 13 percent of customers have experienced problems with their airline loyalty rewards program during the past 12 months.
• High satisfaction equates to positive recommendations for airline rewards programs. Customers who indicate their rewards program is outstanding (overall satisfaction rating of 10 on a 10-point scale) recommend their rewards program to family and friends an average of 5.1 times per year, compared with 3.4 times among those who rate their program lower than 10. As satisfaction decreases, the number of positive recommendations also decreases. 

Power Circle Ratings Legend:
5 – Among the best
4 – Better than most
3 – About average
2 – The rest

The 2014 Airline Loyalty/Rewards Program Satisfaction Report measures customer satisfaction with airline reward and loyalty programs. The report is based on responses from more than 3,800 airline loyalty and reward program members and was fielded in March 2014.

Media Relations Contacts
Jeff Perlman; Brandware Public Relations; Woodland Hills, Calif.; 818-317-3070; [email protected] 
John Tews; J.D. Power; Troy, Mich.; 248-680-6218; [email protected]

About J.D. Power and Advertising/Promotional Rules http://www.jdpower.com/about-us/press-release-info 
About McGraw Hill Financial www.mhfi.com 

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SOURCE J.D. Power

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