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Customer satisfaction for North American airlines is up for the eighth consecutive year, according to the 2019 edition of the J.D. Power North American Airline Satisfaction Survey.
Overall satisfaction with airlines increased 11 points, to 773 on the 1,000-point scale, the highest figure airlines have achieved since J.D. Power launched the study 15 years ago.
The study records the responses of nearly 6,000 flyers surveyed between April 2018 and March 2019. It looks at the performance of airlines in seven areas: cost and fees, in-flights services, aircraft, boarding/deplaning/baggage, flight crew, check-in, and reservations.
J.D. Power said this year’s satisfaction increase was driven by traditional carriers. Low-cost airlines actually saw satisfaction levels decline slightly, though the low-cost sector continues to enjoy higher overall rankings then their traditional counterparts.
“Airlines continue to deliver on the operational side of air travel,” said Michael Taylor, travel intelligence lead at J.D. Power. “New technology investments have dramatically improved the reservation and check-in process. Fleets are newer and travelers generally feel that they are getting great value for their money.”
Within the traditional carrier segment, Alaska led the way in customer satisfaction with a score of 801. It is the 12th consecutive year that Alaska has led the survey. Delta was next with a score of 788, followed by American at 764.
JetBlue and Southwest tied for the top spot in the low-cost sector with scores of 817.
The survey found that tech investments by airlines have made the check-in and reservation processes the most satisfying portions of the flying journey. In-flight services, such as food service, seatback entertainment and WiFi, continue to be the lowest-ranked part of the traveler experience.
Source: travelweekly.com