An Air Canada jet takes off from Halifax Stanfield International Airport in Enfield, N.S. on Thursday, March 8, 2012. Air Canada reported a profit of $101 million in its latest quarter compared with a loss a year ago. THE CANADIAN PRESS/Andrew Vaughan

Two of Canada’s biggest airlines have failed to impress passengers, compared to their North American rivals, according to a new customer satisfaction study.

J.D. Power’s 2016 North America Airline Satisfaction Study, which was released earlier this week, gave both Air Canada and WestJet below-average grades overall in their respective classes.

Air Canada placed fourth among traditional carriers, garnering just a single 'Average' score in the category of service experience.

View photos J.D. Power North America Airline Satisfaction 2016 rankings, Traditional Carriers (J.D. Power) More

This takes into account the variety of in-flight entertainment, as well as food and beverages, and the availability and quality of in-flight services.

The ranking marks a significant dip for the country’s flagship airline, after it received average marks in last year’s study.

Meanwhile, WestJet, which is Canada’s second largest airline, placed third among low-cost carriers, but earned average grades for its check-in, boarding, staff, service and aircraft.

View photos J.D. Power North America Airline Satisfaction 2016 rankings, Low-Cost Carriers (J.D. Power) More

In J.D. Power’s 2015 rankings, WestJet also fell short of an average overall grade.

“For airlines ranking below the study average, investing in product and service improvements now, may reap big rewards in the future when it comes to retention, reputation and share of wallet,” said Rick Garlick, global travel and hospitality practice lead at J.D. Power, in a press release.

Robert Palmer, WestJet's public relations manager, told Yahoo Canada Finance in an email that the airline doesn’t “take issue with the results,” but believes it should be compared to all carriers, not just low-cost ones.

“If you consider the scores of all nine carriers in the survey, we’re essentially tied with Delta (Airlines) in fourth place and would fall into the average category,” he said.

He added that the majority of respondents to the survey were American travellers “who would not have the same brand understanding of WestJet as Canadians.”

“We are certain the results would be different if the majority of respondents were Canadian travellers,” said Palmer.

Flying high in this year’s rankings were Alaska Airlines, who ranked the highest among traditional carriers for the ninth consecutive year, and JetBlue Airways, which topped the low-cost carrier category for the eleventh straight year.

Highest satisfaction in a decade

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