DESPITE passengers
having to pay more to fly, overall satisfaction with airlines has improved for
the second consecutive year, driven primarily by an increase in satisfaction
with cost and fees, according to the J.D. Power 2014 North America Airline
Satisfaction Study.
The study measures
passenger satisfaction with North America airlines based on performance in
seven factors including cost and fees, in-flight services, boarding, baggage, flight crew, check-in, and reservation.
At a time when tickets
prices are rising due to airline consolidation, fuel costs, additional taxes
and fees, and new efforts by airlines to increase revenue, overall passenger
satisfaction with airlines is at a record high of 712 (on a 1,000-point scale).
"It isn't that
passengers are satisfied with fees; it's that they are simply less dissatisfied
because they realize that fees have become a way of life with air travel,"
said Rick Garlicky at J.D. Power. ‘Passengers are over the sticker shock of
being charged more to fly, having to pay for checked bags, expedited security
clearance, or for preferred seating.’
Garlick says
airlines are easing the price pain by adding value in such other areas as
easier check-in processes and additional in-flight services such as Wi-Fi.
‘The airline
industry is doing a better job of pleasing passengers, but there still is a lot
of room for improvement,’ said Garlick. ‘Satisfaction in improving, but it's a
stretch to say passengers are truly happy.’
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