Airline satisfaction ratings increasing, despite bad publicity

(Costa Mesa, CA – Insurance News and Markets) – The JD Power 2017 North American Airline Satisfaction Study showed something that some might find surprising: overall satisfaction with airlines is increasing. Some factors that are helping this situation include lower fares, better on-time performance, and fewer lost bags. The trend is now in its fifth consecutive year, according to the survey.

“It’s impossible to think about airline customer satisfaction without replaying the recent images of a passenger being dragged from a seat, but our data shows that, as a whole, the airline industry has been making marked improvements in customer satisfaction across a variety of metrics, from ticket cost to flight crew,” said Michael Taylor, travel practice lead at J.D. Power. “As recent events remind us, however, airlines have significant room for improvement. Airlines still rank among the bottom tier of most service industries tracked by J.D. Power, far lower than North American rental car companies or hotels.”

Source: J.D. Power