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Traveler satisfaction is down as planes replenish and airfare rises, survey finds

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Traveler satisfaction is down as planes replenish and airfare rises, survey finds

Travelers wait in line at Newark Liberty International Airport (EWR) in Newark, New Jersey, on Monday, Jan. 3, 2022.

Christopher Occhicone | Bloomberg | Getty Images

Packed planes and costlier tickets drove down buyer satisfaction with airways for the primary time in a decade over the previous yr, in line with a J.D. Power survey printed Wednesday.

“Customer satisfaction with North American airlines climbed to unprecedented highs for all of the wrong reasons during the past two years,” stated Michael Taylor, journey intelligence lead at J.D. Power, within the report on North American airways. “Fewer passengers meant more space on airplanes, less waiting in line and more attention from flight attendants. But that business model was simply not sustainable.”

Air journey demand surged over the previous yr, together with fares, following a chronic pandemic hunch.

In March, home U.S. airfares have been 20% larger than 2019 as Covid circumstances dropped and cities lifted pandemic restrictions on actions resembling indoor eating and live shows, in line with Adobe Analytics. The rise in ticket costs has outpaced bookings, in line with Adobe.

But buyer satisfaction dropped amongst vacationers throughout all of the ticket courses — coach, premium economic system and first or enterprise class — in line with the survey, which was primarily based on responses from 7,004 passengers from March 2021 via March 2022. It was the primary year-over-year decline for the reason that 2012 survey, Taylor stated.

JetBlue Airways topped the rankings of first- and business-class service amongst North American carriers, whereas Southwest Airlines got here in first for economic system and primary economic system.

Here’s how the carriers stacked up and their scores out of 1,000:

First/Business Class

  1. JetBlue Airways (878)
  2. Alaska Airlines (876)
  3. Delta Air Lines (862)
  4. Air Canada (832)
  5. United Airlines (822)
  6. American Airlines (814)

Economy/Basic Economy

  1. Southwest Airlines (849)
  2. JetBlue Airways (828)
  3. Delta Air Lines (813)
  4. Allegiant Air (803)
  5. Alaska Airlines (794)
  6. Air Canada (777)
  7. United Airlines (774)
  8. Spirit Airlines (772)
  9. American Airlines (770)
  10. Frontier Airlines (755)
  11. WestJet (751)

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