JD Power released their annual North America Airline Satisfaction Study for 2019.
The report paints a gleaming picture of the airline industry, which has seen customer satisfaction increase across high and low-cost airlines alike.
The 15th edition of JD Power’s airline satisfaction study has revealed that customer satisfaction with airlines is at a 15-year high. On a 1000 point scale, the US and Canada scored 773, beating last year’s study by 11 points. JD Power credits this increase in customer satisfaction to airlines’ increased investments into reservations and check-in technology. The situation was further improved with the help of newer aircraft, which customers have reacted well to. The lead of travel intelligence at JD Power explains, “Airlines continue to deliver on the operational side of air travel. New technology investments have dramatically improved the reservation and check-in process. Fleets are newer and travelers generally feel that they are getting great value for their money.”
Among the factors that have lifted airlines to new heights of customer satisfaction, the boarding and landing processes get the lion’s share of the credit. On the other end, in-flight entertainment and Wi-Fi have lowered the average customer’s satisfaction with the airline industry. Here are JD Power’s most satisfying airlines in North America:
- JetBlue & Southwest Airlines (tied)
- Alaska Airlines
- Delta Air
- American Airlines
- United Airlines
