In addition, Southwest Airlines is the only airline in the 2009 study to demonstrate overall improvement from 2008, with the most notable increases occurring in the reservations, check-in and boarding/deplaning/baggage measures.WestJet, included in the study for the first time in 2009, performs well in the boarding/deplaning/baggage; check-in; and flight crew measures."It is particularly impressive that JetBlue has ranked highest in the highly competitive low-cost carrier segment for four consecutive years," said Haines. "However, competition in the low-cost carrier segment is heating up, with Southwest Airlines and WestJet closing the gap with JetBlue."Additional Airline Industry FindingsThe study finds that overall customer satisfaction with airlines in 2009 has declined for a third consecutive year to a four-year low.
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