How satisfied are Americans with their flying experiences?
Well, it appears that 71 percent have reported satisfaction with the
strides the air industry has made.
Airlines for America (A4A), the industry trade organization
for the leading U.S. airlines has announced the results of its latest
annual survey, conducted by Ipsos in January 2024. The report collects
vital statistics about air travel and consumer preferences.
“The results of this year’s survey show that a significant
majority of Americans continue to enjoy commercial air travel and that efforts
carriers have made to improve the customer experience through their mobile apps
are paying off,” said A4A Vice President and Chief Economist John Heimlich.
Annaleise Lohr, Research Director at Ipsos added, “Americans
are using websites and apps to purchase airfare online, and most prefer using
the airline’s own website or mobile app to do so. Travelers are also using mobile
devices and apps more than ever before to check in for trips and as
boarding passes.”
Key survey findings include:
- As air traffic has become safer and more
accessible, more Americans have taken to the sky. Nearly 90 percent have flown
commercially with adults aged 25-39 having had the highest propensity to fly in
2023 More than two-thirds of Americans with household incomes under $50,000
have flown.
- The vast majority of passengers were satisfied
with their air travel experience in 2023 with only three percent reported as
being “very dissatisfied.”
- Overall, when choosing which flight to take,
price and schedule remain the dominant considerations. More than half ranked
price their top consideration while seat comfort, Wi-Fi and food service were
lesser considerations.
- Flyers are taking advantage of the investments
carriers have made in their mobile apps and IT systems for a speedier,
touch-free customer experience. In 2023, 88 percent of American travelers
checked in electronically, up 11 points from 2019 with more than half checking
in using their mobile device. Almost two-thirds of flyers use their mobile
device to board the aircraft, up 22 points from 2018.
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