Despite the North American airline industry losing more than $40 billion in revenue as passenger volume dropped 60% in 2020, airline passengers say their level of satisfaction is higher.
According to the J.D. Power 2021 North America Airline Satisfaction Study, released today, the elimination of many charges and fees, increased attentiveness of flight crews and ticket flexibility help the industry achieve new heights as passenger satisfaction climbs 27 points to 819 (on a 1,000-point scale) year over year. The study measures passenger satisfaction among both business and leisure travelers and is based on responses from 2,309 passengers. Passengers needed to have flown on a major North America airline within the past month of completing a survey. The study was fielded from August 2020 through March 2021.
Key findings of the 2021 study:
- Flight crews stepped up during pandemic
- Removal of change fees scores points with passengers
- Empty middle seats signaled airline concern for passengers
Study Ranking
7. Air Canada, 759 out of 1,000
6. American Airlines, 791 out of 1,000
5. United Airlines, 810 out of 1,000
4. JetBlue Airways, 849 out of 1,000
3. Alaska Airlines, 850 out of 1,000
2. Southwest Airlines, 856 out of 1,000
- Delta Air Lines, 860 out of 1,000
