Despite the rebound in air travel volume across North America post-pandemic, airlines are facing challenges in meeting passenger satisfaction. The J.D. Power 2023 North America Airline Satisfaction Study reveals a notable decline of 25 points on a 1,000-point scale in overall passenger contentment compared to the previous year.
The comprehensive study, encompassing feedback from 7,774 passengers who traveled with major North American airlines from March 2022 to March 2023, evaluated several critical aspects. These included aircraft conditions, baggage handling, boarding, check-in, costs and fees, flight crew performance, in-flight services, and booking processes.
Key findings indicate passengers’ growing discontent with escalated ticket prices, staffing shortages, and fewer available routes, all of which adversely impact the quality and frequency of flights. Additionally, concerns were raised about the decline in aircraft cleanliness and comfort, coupled with diminishing satisfaction regarding the flight crew’s friendliness and professionalism and the range and quality of in-flight services.
The study also categorized airlines into three segments – first and business, premium economy, and economy and basic economy – ranking them based on satisfaction scores. In the first and business segment, JetBlue emerged at the top, followed closely by Delta and Alaska. Southwest Airlines led in the premium economy category, with Alaska and JetBlue trailing. For the economy and basic economy segment, Southwest again ranked highest, followed by Delta and American.
Despite these challenges, the study highlighted certain improvements within the industry, such as enhanced baggage handling, the reinstatement of food and beverage services, and the growing adoption of digital tools for check-in and boarding processes.
Sources: AirGuide Business airguide.info, bing.com, 2023 North America Airline Satisfaction Study J.D. Power, AFAR Magazine
