J.D. Power North America Airline Satisfaction Study (2024):
Okay, the J.D. Power 2024 North America Airline Satisfaction Study was released on May 8, 2024.
It provides a comprehensive look at passenger satisfaction across various aspects of air travel, segmented by cabin class.
Here are the key highlights:
Overall Satisfaction Trends:
- Overall passenger satisfaction declined slightly to 788 (on a 1,000-point scale) from 791 in 2023.
- This decline was primarily driven by dissatisfaction with cost and fees, as well as in-flight services and aircraft.
Segment Winners:
-
First/Business Class:
- Winner: Delta Air Lines (with a score of 865) for the third consecutive year.
- Runner-up: JetBlue Airways (857)
-
Premium Economy:
- Winner: Delta Air Lines (with a score of 816) for the second consecutive year.
- Runner-up: Alaska Airlines (807)
-
Economy/Basic Economy:
- Winner: Southwest Airlines (with a score of 827) for the third consecutive year.
- Runner-up: Delta Air Lines (793)
Key Factors Evaluated:
The study measures passenger satisfaction across seven factors (in alphabetical order):
- Aircraft
- Baggage
- Boarding
- Check-in
- Cost and Fees
- Flight Crew
- In-flight Services
- Reservation
Key Takeaways from the 2024 Study:
- Cost Sensitivity: Passengers are increasingly sensitive to the value they receive for the price paid, especially as fares and ancillary fees rise.
- Crew Importance: The performance and helpfulness of the flight crew continue to be a significant driver of satisfaction.
- In-Flight Experience: Comfort, entertainment, and food/beverage options in the cabin play a crucial role, particularly in premium classes.
This study is a good benchmark for understanding how North American airlines are performing in the eyes of their customers.
Do you have any specific questions about the study, like how a particular airline performed or details on one of the factors?