October 5, 2022

US airline passengers aren’t happy. Here’s why

3 min read


(CNN) – Airports are crowded, flights are packed, and air travel in the United States is booming again.

But the return to the skies has not been entirely smooth in the face of epidemics: passengers are being treated worse than ever, flight cancellations seem increasingly common, and airlines are raising fares as fuel prices rise. I am adding.

Perhaps not surprisingly, American plane passenger satisfaction is declining across the board, at least according to consumer research firm JD Power’s 2022 North American Airline Satisfaction Study.

The JD Power report states that customers are frustrated with ticket prices, flight attendant performance and even the aircraft on which they are traveling – and this is true whether it is travel economy, premium economy or business choice. Do

The survey found overall satisfaction of American Airlines passengers at 798 out of 1,000, down 20 points from last year’s report.

Still, some airlines are at the top of the report. Economic passengers ranked Southwest Airlines the most with 849 points, while JetBlue won premium economy (851 points) and first / business (878 points).

Michael Taylor, head of travel intelligence at JD Power, said the overall decline in American passenger satisfaction was not “bad news”, suggesting that airlines could learn from the results to improve their offerings.

Taylor said in a statement, “If airlines can make some small adjustments to make passengers feel more valued and find ways to manage these increasing volumes, they will be able to ‘normalize’ this return.” It should be, “Taylor said in a statement.

A new era of flying

JetBlue tops the list for premium economy and first / business class passenger satisfaction.

JetBlue tops the list for premium economy and first / business class passenger satisfaction.

J. Scott Apple White / AP

A study of last year’s North American airline satisfaction The results pointed out American travelers were enjoying some of the unexpected benefits of epidemic flights: fewer passengers, empty flights and ticket flexibility.

Taylor suggested that comparisons between Coveid’s high-altitude flights and today’s voyage were behind the decline in satisfaction this year.

“Less passengers means more space on the plane, less waiting in line and more attention from the flight attendant. But this business model was not just sustainable,” he said.

Some carriers, such as American Airlines, have recently resumed on-board alcohol sales.  According to JD Power, limited beverage offers may cause customer dissatisfaction.

Some carriers, such as American Airlines, have recently resumed on-board alcohol sales. According to JD Power, limited beverage offers may cause customer dissatisfaction.

Daniel Slim / AFP / Getty Images

At the same time, the report says that there is something left to fly from epidemics that passengers would love to see behind it. JD Power draws a link between the declining food and beverage satisfaction in the premium economy and business and the fact that many airlines have not offered alcohol on board for most of the past year.

In addition to food and beverage options, the North American Airlines Satisfaction Study also examined how happy the passengers were with the aircraft, baggage, boarding, check-in, cost and fees, flight crew, in-flight services and reservations.

From March 2021 to March 2022, about 7,004 American plane passengers were surveyed.

JD Power’s Top American Airlines for Economy Passengers

1. Southwest Airlines

2. Jet Blue Airways

3. Delta Airlines

4. Elegant air

5. Alaska Airlines

6. Air Canada

7. United Airlines

8. Spirit Airlines

9. American Airlines

10. Frontier Airlines

11. West Jet

JD Power’s Top American Airlines for Premium Economy Passengers

1. Jet Blue Airways

2. Delta Airlines

3. Alaska Airlines

4. American Airlines

5. United Airlines

6. Air Canada

JD Power’s Top American Airlines for First / Business Passengers

1. Jet Blue Airways

2. Alaska Airlines

3. Delta Airlines

4. Air Canada

5. United Airlines

6. American Airlines



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