American Airlines is adding new routes and more flights to the Caribbean in time for a winter warm-weather escape.
08.05.2024 - 18:17 / forbes.com / Michael Taylor / Airlines
What’s the best airline in 2024? It depends on the cabin you fly. Delta Airlines comes in at top for both first-class travelers and those who fly in premium economy, according to J.D. Power’s newest 2024 customer satisfaction survey that ranks North American airlines.
Southwest Airlines, however, is the best airline for economy travel, according to the study released on May 8 by J.D. Power, a data and analytics company that releases satisfaction ratings across a number of industries, including travel and hospitality.
The analysts at J.D. Power say that these top-performing carriers have made recent investments in the “people side of their businesses” which has helped them score high in areas where interpersonal interactions can make a difference.
During the past year, a number of factors have influenced the flight experience for customers.
“There are many aspects to the overall air travel experience that airlines cannot control, but one area in which they can profoundly influence is the positive effect that airline staff has on passengers,” said Michael Taylor, senior managing director of travel, hospitality, retail and customer service, in a press release.
The big takeaway from this year’s study? It’s the power of people to positively influence the overall flight experience, Taylor says. The airlines that are investing in staff training and recruitment are finding ways to overcome the negative effects of crowded gates and planes simply by being nice to their customers.
North American carriers have witnessed a 16% year-over-year increase in demand, according to figures from the International Air Transport Association (IATA). Some air travel pain points include crowded gates and a shortage of overhead bin space.
Safety concerns are top of mind, too, amid the mid-air door plug blowout on a Boeing 737 Max 9 plane that forced a grounding of an Alaskan Airline plane.
The North America Airline Satisfaction Study was redesigned for this year’s rankings, according to J.D. Power.
The metrics for its rankings include: airline staff; digital tools; ease of travel; level of trust; on-board experience; pre/post-flight experience; and value for price paid.
The analysts changed from a 1- 10 scale to “poor to perfect” scale this year, Taylor explained to Forbes. Respondents could rate their experiences with the following metrics: Poor, Just OK, Good, Great, Excellent, Perfect.
This scale is then converted to the J.D. Power 1,000-point scale for ranking. Rating something “Perfect” is much harder to achieve than rating something a 10/10, explains Taylor, so scores are generally lower on the “Poor to Perfect” scale. This doesn’t mean the performance is worse this year, it just means that the rating is generally lower
American Airlines is adding new routes and more flights to the Caribbean in time for a winter warm-weather escape.
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J.D. Power just released its 2024 North America Airline Satisfaction Study, and while some airlines shone, others are clearly not prioritizing customer service. As domestic air travel continues to rise (with passenger volume increasing by 9.4% compared to the previous year) airlines find it challenging to maintain customer satisfaction amid crowded gates, overflowing overhead bins and rising ticket prices. However, the J.D. Power 2024 North America Airline Satisfaction Study, released on May 8, shows that some airlines are responding to these challenges by focusing heavily on staff training and doing what they can to improve the overall flight experience through friendly and attentive service. These efforts are paying off, allowing some airlines to deliver exceptional customer experiences despite the growing number of travelers.
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