Southwest Airlines offers the best overall online customer experience, according to participants of a survey in the US.
The low-budget carrier was ranked the favorite among the 2,000 participants who were asked to perform a series of tasks such as flight searches and bookings, beating other sites like American Airlines, Delta, Expedia, JetBlue, Orbitz, Priceline, Travelocity, United and US Airways.
The report, prepared by Internet and mobile cloud testing company Keynote, also found that ease of booking remains the most important aspect of the customer experience, while price, site organization, flight search options, and flight availability follow closely behind.
Other top performers in these areas include Travelocity, Priceline, and Orbitz.
The report also evaluated websites’ technical responsiveness and reliability, giving top marks to US Airways for its high speed response to queries, and JetBlue for its reliability, or lack of outages, and consistent availability.
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