Passengers feel more positive about flying than they have at any time in the last decade, thanks to newer planes, more in-flight perks and a perhaps grudging acceptance that bag fees are here to stay, according to a new survey released Wednesday.
The J.D. Power 2016 North America Airline Satisfaction Study found that on a 1,000-point scale, carriers collectively scored a 726, the highest level since 2006.
The survey is the latest to show that despite continuing complaints by some about cramped cabins and long security lines, fliers are feeling better about their travel experience.
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“People seem to be more inclined to complain than in the past," says Rick Garlick, J.D. Power’s practice lead for global travel and hospitality. "But the experience is getting better both operationally and in the focus on customer experience."
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Among all the facets of a flier’s journey, from boarding to baggage, that contribute to overall satisfaction, airline fares and fees play a particularly strong role, Garlick said. And in this year’s survey, passengers gave those factors a score of 658 points, the highest ever, and a 12-point leap over last year.
In addition to fares dropping 4% compared with 2015, Garlick says passengers seem to be making peace with the extra fees that have become ubiquitous. “The first year airlines started charging for bags, everyone was unhappy," he says. “Since that time, satisfaction has gradually started inching back upward again. ... It’s no longer the big (negative) factor it once was."
Business travelers in particular are happier, giving the industry a score of 733, the first time corporate trekkers have been more satisfied with the airlines than those traveling on vacation.
“Airlines ... recognize to get that high-premium business traveler that they all covet, they’ve got to provide a better experience," Garlick says, noting that offerings ranging from in-flight Wi-Fi to power outlets to the ability to check into your flight via mobile device have been targeted at that lucrative sector.
The airlines that were viewed most favorably tended to be those known for, or showing significant improvement in, customer service, Garlick says. Among so-called traditional carriers, Alaska Airlines was at the top for the ninth year in a row, with 751 out of 1,000 points. Delta wasn’t far behind, with a score of 725.
Among low-cost carriers, JetBlue was on top for the 11th consecutive year, and also had the highest ranking of any airline, with a score of 790. Southwest came in at No. 2 with a score of 789.
Although many carriers have upgraded their in-flight entertainment options and made other investments, there is a more basic industry improvement that is particularly pleasing to passengers, says Jim Corridore, an analyst with S&P Global Market Intelligence.
“Flights are more likely to be on time because capacity is down," Corridore says, referring to the availability of seats in the wake of the industry’s myriad mergers. “The No. 1 thing passengers want when they book a trip is to get to their destination on time. ... It's great planes are relatively newer. You can watch a movie on your iPad. But I think the No. 1 thing is getting there."
http://www.usatoday.com/story/travel/flights/2016/05/11/fliers-happier-airlines-than-theyve-been-decade/84196614/I want what they're giving these people! Who else?
