Overall, customer satisfaction declined over the past year, with first-class passengers bucking the downward trend.
Airline passenger satisfaction has waned over the past year as higher fares, crowded planes and limited flight availability have made the flying experience less than enjoyable, a new study by data analytics firm J.D. Power shows.
"While these drawbacks have not yet put a dent in leisure travel demand, if this trend continues, travelers will reach a breaking point and some airline brands may be damaged," Michael Taylor, travel intelligence lead at data analytics firm J.D. Power, said in a statement. J.D. Power surveyed 7,774 passengers who flew commercially between March 2022 and March 2023. Their satisfaction was measured based on how highly they rated the following criteria: Making reservations, the check-in and boarding experiences, baggage handling, the quality of the aircraft and staff, in-flight services and costs and fees. , Southwest ranked the highest in customer satisfaction in the economy/basic economy segment for a second year in a row.
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