Satisfaction with airlines in US and Canada grew for the fifth consecutive year. How?
Customer satisfaction with North American airlines increased by 30 points, to 756 points out of 1,000, according to market research company J.D. Power.
Published| Photo by Reuters/Fabian Bimmer
This is the fifth consecutive year of improvement, according to market research company J.D. Power. Reasons include cheaper airfares, fewer delayed flights, and fewer lost baggages.
How is that even possible considering the recent United incident and the ensuing nightmare season that airlines are going through in the US?
First, the survey covers the period between April 2016 and March 2017. So it doesn’t reflect recent incidents.
Second, satisfaction with costs and fees has more weight on the final result than other factors.
Ticket prices fell by 8.5% to $349 in 2016, and fliers are really happy with that.
Also, the score reflects all airlines. So the most prized (like Alaska Airlines, with 765 points) compensate for the most disliked.
United has a below-average score of 716 points.