People might not hate airlines as much as they say
Passengers are happier than ever with their flying experience, according to a study from J.D. Power.
The J.D. Power 2017 North America Airline Satisfaction Study, released Wednesday, revealed that customer satisfaction with airlines has increased steadily over the past five years. Since 2012, J.D. Power’s customer satisfaction rating grew 75 points (on a 1,000-point scale).
About 40 percent of that growth was seen last year alone.
Customer satisfaction can be attributed to lower fares, better on-time performance, fewer lost bags and a record-low bump rate. Passengers are also reporting better interactions with flight crew.
Low-cost airlines, specifically Southwest and JetBlue, came out on top for customer satisfaction. Even the best-rated traditional carriers, Alaska and Delta, ranked considerably below.
However there’s still plenty of room for airlines to improve.
“Airlines still rank among the bottom tier of most service industries tracked by J.D. Power, far lower than North American rental car companies or hotels,” Michael Taylor, travel practice lead at J.D. Power., said in a statement.
Customers still hate the lack of overhead space, uncomfortable seating and bathroom cleanliness. And whenever there is a delay or cancelation, passengers grade their airline experience much more harshly.
The results for 2017 were taken from survey data gathered between April 2016 and March 2017, which eliminates several airline customer service incidents in the past few weeks, most notably United’s forced removal of a passenger.