Continental Turnaround: A J.D. Power First

Stuck at the bottom of the customer-satisfaction barrel last year, Continental Airlines has done what no airline in the annual J.D. Power/Frequent Flyer Customer Satisfaction survey has ever done: The carrier jumped from last to first in a single year.

Continental's turnaround began right after last year's survey was released. The carrier cut costs and instituted incentives that resulted in Continental starting to show up at the top of the U.S. Department of Transportation monthly ran

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