Airline Satisfaction Soars

Americans have become more satisfied with airline service in recent years despite experiencing hassles like crowded airplanes, delayed flights and restrictive policies, according to some new research from J.D. Power.

 J.D. Power said that overall passenger satisfaction with airlines is at a record high of 712 (on a 1,000-point scale), which represents a 17-point increase from 2013.

Even though the cost of flying has been going up, airline customer satisfaction with cost and fees has increased, from 618 in 2013 to 642 in 2014.

Rick Garlick, global travel and hospitality practice lead at J.D. Power, said that consumers have gotten over their “sticker shock” at paying more due to such things as higher fuel costs and added fees, and have simply accepted the higher cost of flying.

For instance, 44% of passengers told J.D. Power that checked baggage fees are reasonable, up from 37% in 2013.

Among airlines, Alaska Airlines ranks highest in customer satisfaction among the traditional carriers, with Delta Air Lines coming in second. JetBlue Airways ranks highest among low-cost carriers.

J.D. Power said that all of the traditional carriers it reported on have improved their customer satisfaction scores in the past year, with US Airways posting the biggest gains.

 

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