by Donald Wood
Last updated: 11:25 AM ET, Mon June 18, 2018
Southwest Airlines is celebrating its ranking as the top low-cost carrier in terms of customer satisfaction for the second year in a row.
Southwest earned the distinction as part of J.D. Power's 2018 North America Airline Satisfaction Study and will now show off its award as part of a new advertising campaign set to run in key markets.
The airline will launch the ad campaigns in Oakland, Boston, Baltimore/Washington, Chicago, Fort Lauderdale-Hollywood/Miami and other cities across the United States.
"We've hung our hat on customer satisfaction for 47 years, and we're world famous for the hospitality we offer our customers every year," Southwest Airlines CEO Gary Kelly said in a statement. "Being recognized as both low cost and high care by J.D. Power further validates why Southwest stands above the competition. Thank you to our employees who make Southwest a champion for our customers every day."
While Southwest performed well in all seven factors, it scored highest in the reservation, check-in, boarding/deplaning/baggage, flight crew and cost and fees factors in the J.D. Power study. The improvements are being credited to investments made in the airline's fleet.
The carrier has reached several key milestones over the last year, including taking the delivery of the Boeing 737 MAX 8, announcing the intention to serve both the Hawaiian Islands and Paine Field in Everett, Washington, and earning the top spot in the U.S. Department of Transportation's annual aviation consumer satisfaction ranking.
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