Travel is back and busier than ever. Here’s why passengers aren’t happy

 Travel is back and busier than ever. Here’s why passengers aren’t happy


Airports are crowded, flights are full and U.S. air travel is back in full swing. But getting back into the skies after the pandemic isn’t entirely smooth: Passengers seem to be behaving more badly than ever before, flight cancellations feel more common and airlines are hiking fares as fuel prices go up. It may come as no surprise that U.S. airline passenger satisfaction is declining across the board, at least according to consumer research company JD Power’s 2022 North American Airline Satisfaction Study. The JD Power report suggests that customers are frustrated with the cost of the ticket, the performance of the flight crew and even the plane they board – and that’s true whether they choose travel economy, premium economy or business. The study found the overall satisfaction of U.S. airline passengers at 798 out of 1,000, down 20 points from last year’s report. However, several airlines led the report. Economy passengers rated Southwest Airlines the highest with 849 points, while JetBlue won in premium economy (851 points) and first/business (878 points). Michael Taylor, travel intelligence lead at JD Power, said the overall decline in U.S. passenger satisfaction is not. “bad news,” suggests airlines can learn from the results to improve their offerings. “If airlines can find ways to manage these growing volumes while making some small volumes changes to help passengers feel more valued, they need to be able to manage this return to ‘normal,’ ”Taylor said in a statement. A new flight seasonThe results of last year’s North American Airline Satisfaction Study show that U.S. travelers enjoy some of the unexpected benefits of pandemic-season flights: fewer passengers, more empty flights and ticket flexibility. Taylor suggested that the comparison between COVID’s long trips and current travel is behind the decline in satisfaction this year. on line and more attention from flight attendants. But that business model is not really sustainable, “he said. Similarly, the report suggests that there are some leftovers from the flight pandemic that passengers prefer to see behind. And business and the fact that many airlines did not serve alcohol on board for most of the past year.As well as food and beverage options, the North America Airline Satisfaction Study also examined how happy passengers were on the plane, luggage, boarding, check- in, cost and fees, flight crew, in-flight service and reservations.About 7,004 U.S. airline passengers were surveyed from March 2021 to March 2022.JD Power’s top U.S. airlines for economic passenger 1. Southwest Airlines 2. JetBlue Airways 3. Delta Air Lines 4. Allegiant Air 5. Alaska Airlines 6. Air Canada 7. United Airlines 8. Spirit Airlines 9. American Airlines 10. Frontier Airlines 11. The WestJetJ.D. Power’s top US airlines par a of premium economy passengers1. JetBlue Ai rways2. Delta Air Lines3. Alaska Airlines4. American Airlines5. United Airlines6. Air Canada JD Power is the leading US airline for first/business passengers1. JetBlue Airways2. Alaska Airlines3. Delta Air Lines4. Air Canada5. United Airlines6. American Airlines

Airports are crowded, trips are full and U.S. air travel is back in full swing.

But the return to the skies after the pandemic isn’t entirely smooth: Passengers seem to be behaving more badly than ever, flight cancellations feel more common and airlines are hiking fares as prices rise. on gasoline.

It may come as no surprise that U.S. airline 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 suggests that customers are frustrated with the cost of the ticket, the performance of the flight crew and even the plane they board – and that’s true whether they choose travel economy, economy or business.

The study found the overall satisfaction of U.S. airline passengers at 798 out of 1,000, down 20 points from last year’s report.

However, some planes topped the report. Economy passengers rated Southwest Airlines the highest with 849 points, while JetBlue won in premium economy (851 points) and first / business (878 points).

Michael Taylor, travel intelligence lead at JD Power, said the overall decline in U.S. passenger satisfaction is not “bad news,” suggesting that airlines can learn from the results to improve their offerings.

“If airlines can find ways to manage these growing volumes while making some small changes to help passengers feel more valued, they need to manage this return to‘ normal, ’ “Taylor said in a statement.

A new era of flying

The results of the North American Airline Satisfaction Study last year showed that U.S. travelers enjoyed some of the unexpected benefits of flights during the pandemic: fewer passengers, more empty flights. and ticket flexibility.

Taylor suggested that the comparison between long COVID trips and current travel is behind the decline in satisfaction this year.

“Fewer passengers means more space on planes, less waiting in line and more attention from flight attendants. But that business model is rather unsustainable,” he said.

Similarly, the report suggests that there are some leftovers from the pandemic flight that passengers want to see behind. JD Power has drawn a link between declining food and beverage satisfaction in the premium economy and business and the fact that many airlines did not serve alcohol for much of the past year.

As well as food and beverage options, the North America Airline Satisfaction Study also examined how happy airplane passengers were, luggage, boarding, check-in, cost and fees, flight crew, flight service and reservations.

About 7,004 U.S. airline passengers were surveyed from March 2021 to March 2022.

JD Power’s leading U.S. airline for economy passengers

1. Southwest Airlines

2. JetBlue Airways

3. Delta Air Lines

4. Allegiant Air

5. Alaska Airlines

6. Air Canada

7. United Airlines

8. Spirit Airlines

9. American Airlines

10. Frontier Airlines

11. WestJet

JD Power’s leading U.S. airline is for premium economy passengers

1. JetBlue Airways

2. Delta Air Lines

3. Alaska Airlines

4. American Airlines

5. United Airlines

6. Air Canada

JD Power’s leading US airlines for first/business passengers

1. JetBlue Airways

2. Alaska Airlines

3. Delta Air Lines

4. Air Canada

5. United Airlines

6. American Airlines



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