It certainly seems that airline passengers have been more unruly than usual over the past year or more so it’s no surprise to hear that a new report reveals that airline passenger satisfaction is down this year.
- The J.D. Power 2022 North America Airline Satisfaction Study is out, revealing that passenger satisfaction is down sharply in almost all areas.
- Overall passenger satisfaction is at 798 out of 1,000, a drop of more than 20 points from last year.
- Not surprising, satisfaction in airline costs have taken a major hit thanks to fuel costs and inflation.
- Satisfaction with costs and fees in premium economy dropped 66 points this year, with economy/basic economy down 33 points and first/business down 21.
- Satisfaction with food and beverage in premium economy is down 38 points, while it’s down 12 points in first/business, but actually up seven points in economy/basic economy.
- When it comes to airlines themselves, Southwest is tops for customer satisfaction for economy and basic economy flights, scoring an 849 while JetBlue is tops for premium economy (851), business/first class (878).
Top Five Airlines For Customer Satisfaction (Economy/Basic Economy)
- Southwest Airlines (849)
- JetBlue Airways (828)
- Delta Air Lines (813)
- Allegiant Air (803)
- Alaska Airlines (794)
Top Five Airlines For Customer Satisfaction (Premium Economy)
- JetBlue Airways (851)
- Delta Air Lines (837)
- Alaska Airlines (825)
- American Airlines (818)
- United Airlines (801)
Top Five Airlines For Customer Satisfaction (First/Business Class)
- JetBlue Airways (878)
- Alaska Airlines (876)
- Delta Air Lines (862)
- Air Canada (832)
- United Airlines (822)
Source: JD Power