Airline apps can provide incredible value for passengers if done right. Actions should be quick and straightforward — from selecting seats to tracking the status of checked baggage to even upgrading your flight.
However, if an app feature simply opened up the mobile version of the airline’s website within the app, that’s a frustrating user experience (i.e. American Airlines). The app also needs to be full featured yet not cluttered and tricky to navigate (i.e. United Airlines).
J.D. Power has its latest survey out with how the airline apps rank. JetBlue took the top spot with American way at the bottom.
Interestingly, all the airline apps score substantially lower in customer satisfaction than apps in the banking, credit card and insurance industries, among others.
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3 comments
This has to be one of the more absurd ranking list I’ve seen in a long time. Yes AA is a joke, but UA is far and away the best airline app out there. It’s far more dynamic than any other carrier with more real time information on flights, seat maps, upgrade lists, etc. JDPower is completely worthless.
I have to agree with Bob. Not sure how these are determined but they’re clearly subjective. While I like Alaska as an airline, their mobile app sucks. It’s definitely not even as good as American. To be honest, I’m not sure why even jet blues is getting much love. One flight they canceled my flight and my only option was to call and be pout once hold for an hour.
I disagree slightly though and would give delta a nod above United but to be fair I rarely fly them.
Jet Blue’s APP is so bad! I’ve been trying to book a simple flight for over an hour. After finally getting past the super annoying password s**t, I finally chose my round trip, only to have it freeze before I could put in my credit card info. Now I have to start over. What a waste of time!