Continental Airlines (NYSE: CAL and CAL.A) ranked No. 1 in a customer loyalty survey conducted by Brand Keys, a New York-based customer loyalty research firm. Continental jumped to the top spot from last year’s No. 3 position.
To determine the ranking, Brand Keys projects future consumer behavior, forecasting which products and services consumers will buy during the next 18 to 24 months. The survey ranks the airlines based on four categories most highly valued by customers: safety, inflight comfort, the airline’s experience, and booking and boarding efficiency.
According to the survey, Continental outranked all other airlines in the survey by a significant margin. Brand Keys attributes Continental’s top ranking to customer’s feeling that the airline is easier to work with than other carriers, especially during the boarding process.
“This recognition is further proof that Continental has climbed to the top of the industry,” said Bonnie Reitz, senior vice president of Sales and Distribution. “Customers continue to make Continental their airline of choice because of our excellent and reliable service.”
Continental Airlines is the fifth largest airline in the U.S., offering more than 2,200 departures daily to 136 domestic and 87 international destinations. Operating major hubs in Newark, Houston and Cleveland, Continental (www.continental.com) serves more international cities than any other U.S. carrier, including extensive service throughout the Americas, Europe and Asia.