If all the stories of airline delays, baggage problems, staffing shortages and especially rising fares have left you unhappy, you’re not alone. A recent JD Power study shows a sharp drop in customer satisfaction over the past year.
The company’s 2023 North America Airline Satisfaction Survey, covering March 2022 to March 2023 surveyed 7,774 passengers and found them even unhappier than the year before. The study ranks airlines based on seat classes — first/business, premium economy and economy/basic economy — and on factors such as cost and fees, inflight services and check-in and moore.
Overall, the satisfaction score was 791 out of 1000, a 7-point drop from the previous year, which itself showed a sharp drop from the year before that.
Power noted that while rising costs and service issues are the heart of the dissatisfaction, it hasn’t dampened the enthusiasm for travel… yet. And, while customers are complaining, the airlines have taken in record revenues over the past few quarters, and may feel little reason to address some of the issues.
