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J.D. Power Study Says Customer Satisfaction with Airlines Improved

Published: 07/06/2018 - Filed under: Home » News »

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Traveler Satisfaction

Customer satisfaction with airlines has improved for the seventh straight year, according to the J.D. Power 2018 North America Airline Satisfaction Study. The study showed that the results were a result of airline investments in newer planes, improved customer satisfaction with overhead storage compartments and cheaper fares.

Michael Taylor, travel practice lead at J.D. Power, said that operationally it’s never been a better time to fly. He said 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, said Taylor, is in-flight services, which includes food, beverage and entertainment systems. He said that passengers expect trouble-free connectivity for personal devices and airlines are challenged to keep pace with the technology that can achieve that goal. Among traditional carriers, Alaska Airlines ranked highest for the 11th consecutive year, while Delta Air Lines ranked second. Among low-cost carriers, Southwest Airlines ranked highest for the second consecutive year, with JetBlue Airways second.

by Dan Booth

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