Airline Customer Satisfaction is on the Rise

A new study released Wednesday revealed that airline customer satisfaction rose for a seventh consecutive year.

According to J.D. Power’s 2018 North America Airline Satisfaction Study, overall passenger satisfaction improved to 762 out of 1,000, a new record high. The data showed that newer planes, improved overhead storage compartments and cheaper fares helped satisfaction numbers increase.

The study also found that overall satisfaction with airlines increased by six points, with both traditional and low-cost carriers improving. Customers reported they were satisfied by the aircraft; better experiences with boarding, deplaning and baggage; reservations; and overall airfare.

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While most aspects of airline satisfaction increased, carriers continue to struggle meeting customer expectations for device connectivity, with in-flight services scoring lower than any other factor in the study.

“With a single exception, airlines in North America show consistent improvements across all the factors, from booking a ticket to handling luggage,” J.D. Power Travel Practice Lead Michael Taylor said in a statement. “Operationally, it's never been a better time to fly. Passengers perceive greater value in ticket prices, checking in has never been easier, passengers are more satisfied with the actual aircraft and airlines have improved their baggage-handling performance.”

“The exception is in the in-flight services factor, which includes food, beverage and entertainment systems,” Taylor continued. “Today's passengers expect trouble-free connectivity for personal devices and airlines are challenged to keep pace with the technology that can achieve that goal. This is important because passengers are far more likely to have a positive experience with an airline if they are entertained during their flight.”

The J.D. Power study also rated individual airlines, with Alaska Airlines ranking highest among traditional carriers for the 11th consecutive year and Southwest Airlines ranking highest among low-cost carriers for the second consecutive year.

In terms of the biggest improvement over the last year, Allegiant increased 58 points to an overall score of 725 and Air Canada increased 25 points to 734.