c-airplane-RTR3K9XP-Fabian Bimmer

Satisfaction with airlines in US and Canada grew for the fifth consecutive year. How?

30 points

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
c-airplane-RTR3K9XP-Fabian Bimmer
30 points

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.

c-airplane-RTR3K9XP-Fabian Bimmer
30 points

How is that even possible considering the recent United incident and the ensuing nightmare season that airlines are going through in the US?

c-airplane-RTR3K9XP-Fabian Bimmer
30 points

First, the survey covers the period between April 2016 and March 2017. So it doesn’t reflect recent incidents.

c-airplane-RTR3K9XP-Fabian Bimmer
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But events like the Spirit brawl might appear on results next year.

c-airplane-RTR3K9XP-Fabian Bimmer
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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.

c-airplane-RTR3K9XP-Fabian Bimmer
30 points

Also, the score reflects all airlines. So the most prized (like Alaska Airlines, with 765 points) compensate for the most disliked.

c-airplane-RTR3K9XP-Fabian Bimmer
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United has a below-average score of 716 points.

c-airplane-RTR3K9XP-Fabian Bimmer
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Finally, among other service industries, the airline segment is one of the most hated. Within hospitality and transport, hotels and rental car companies leave customers much more satisfied.

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