Satisfaction With Airlines at Record High, Says Report
Satisfaction with airlines is at the highest point in the history of its reports, according to the J.D. Power 2019 North America Airline Satisfaction Study. The latest survey attributed the results to newer planes, better ticket value and improved customer touchpoints. Michael Taylor, travel intelligence lead at J.D. Power, said airlines continue to deliver on the operations side. He said new technology investments have dramatically improved the reservation and check-in process, fleets are newer and travelers generally feel they are getting greater value for their money. He said these improvements have been most profound in the traditional carrier segment, where customer satisfaction has climbed considerably. In fact, says Taylor, the line between low-cost and traditional carriers has started to “blur” as far as satisfaction is concerned. The area where all carriers can improve most, said Taylor, is in-flight services, which continues to be the lowest-ranked factor in the study.