Consumers have always had conflicting views regarding airline travel. Some people enjoy the experience of flying, whereas others complain about insufficient leg space, high baggage fees, delays and other problems. Overall, however, it appears that most consumers are satisfied with airline travel. In fact, a new survey has found that airline satisfaction is currently at its highest point ever.
Titled J.D. Power North America Airline Satisfaction Study, the survey involved approximately 6,000 consumers in the United States who regularly travel via a commercial airline. Researchers found that the satisfaction level among these consumers was 773 out of 1,000 points, which is the highest satisfaction level ever recorded by J.D. Power in its annual survey.
So, what’s fueling the record high satisfaction for airline travel? Researchers say that several airlines, specifically Alaska Airlines, American Airlines and Delta, played an important role in boosting satisfaction among passengers. For these three airlines, the satisfaction level among their respective passengers increased by 22 points from 2018 to 2019.
According to Michael Taylor, technological investments in the airline industry also played a role in the record high satisfaction for airline travel. Using new technologies implemented by airlines, passengers can book flights and check in more quickly, which translates into increased satisfaction. Furthermore, many airlines have updated their fleets with new jets in recent years.
“New technology investments have dramatically improved the reservation and check-in process,” said Michael Taylor, who runs J.D. Power travel practice. “Fleets are newer and travelers generally feel that they are getting great value for their money.”
Not all airlines experienced an increase in passenger satisfaction. While Alaska Airlines, American Airlines and Delta all showed substantial increases, budget airlines showed an overall decrease in passenger satisfaction. With that said, some of budget airlines still ranked well in terms of satisfaction, including JetBlue Airways and Southwest Airlines. These two airlines scored a satisfaction of 817 points, which is actually more than the median amount for all commercial airlines in this survey. The survey also found that passengers are most dissatisfied with airlines’ Wi-Fi service, food and entertainment. Additionally, many passengers complain about leg room.
What do these findings mean for the future of airline travel? When looking at the big picture, it appears airlines are making the necessary changes to improve the flight experience for their passengers. There are still areas that can be improved, but this recent survey indicates that most passengers have a positive experience when flying via a commercial airliner.
