While these days we can’t seem to go a day without an airline doing something awful to a passenger, believe it or not, yet another report claims that airline satisfaction is on the rise. Just last month, the Airline Quality Rating report (AQR) suggested that folks are becoming more satisfied with airline customer service, and now a new JD Power report seems to back up that claim.
The J.D. Power 2017 North America Airline Satisfaction Study measures passenger satisfaction based on seven factors (in order of importance): cost & fees; in-flight services; aircraft; boarding/deplaning/baggage; flight crew; check-in; and reservation. The results find that overall customer satisfaction is up for a fifth year in a row, earning a 756 out of 1,000, 30 points higher than last year. And those increased numbers go for both traditional and low-cost carriers, with the former nabbing an 740 and the latter getting a 784.
An 8.5% decrease in airfares was a major contributing factor to increased customer satisfaction, although improved on-time performance, fewer lost bags, historically low bump rates and high scores for flight crews also contributed to happier customers.
- As for specific airlines, for the tenth year in a row, Alaska Airlines lands the highest index score among traditional carriers with a score of 765, followed by Delta with a 758. For the first time, Southwest is tops for low-cost carriers with an 807, with Jet Blue close behind with an 803.