Travel Industry Market Research


Consumers have a multitude of choices when they travel creating an extraordinarily competitive marketplace for travel and hospitality providers.

J.D. Power's goal is to help the travel industry improve customer satisfaction and make the consumer’s choice an easy one—ultimately leading to greater loyalty and profitability.

Industry Benchmark Studies

J.D. Power provides actionable market intelligence to travel suppliers such as airline carriers, hoteliers, and rental car companies serving customers across the globe. Our studies help travel organizations understand the many drivers of customer satisfaction in order to optimize customer interactions for ongoing improvement.

The Airline Loyalty/Rewards Program Satisfaction Report measures customer satisfaction based on six factors: ease of redeeming points/miles; reward program terms; account maintenance/management; ease of earning points/miles; variety of benefits available; and customer service. The Hotel Loyalty/Rewards Program Satisfaction Report examines six factors: account maintenance/management; ease of redeeming points/miles; ease of earning points/miles; reward program terms; variety of benefits; and customer service.

Industry Experts



Rick Garlick, Ph.D.

Travel and Hospitality Practice Lead



Ramez Faza

Senior Account Executive



Travel Industry Advisory Services

 J.D. Power offers a comprehensive suite of research solutions to help you understand the many drivers of customer satisfaction, develop a strategy and action plan, optimize customer interactions, and measure and manage performance for ongoing improvement.


J.D. Power works to design and develop a tracking solution that fits your specific information requirements—a comprehensive solution that goes beyond just a tracking tool.

Mystery Shopping

J.D. Power’s approach assesses sales and service effectiveness from the customer’s viewpoint to identify the most pressing improvement opportunities.

Contact Center Solutions

Addressing all of your Benchmarking, Assessment, Improvement, and Recognition needs across the phone, and self-service channels.

Customer Experience Assessment

An unparalleled approach to developing a blueprint for accelerated improvement of your customer experience.


Digital Solutions/Website Evaluation

Designed to address your needs by providing insights and actionable recommendations when it comes to improving your website.


Thought Leadership

Let J.D. Power show you the 6 steps to building a strong customer experience business case and plan that your leaders can champion.

6 Step Roadmap

View the full infographic >

Looking to Engage with J.D. Power?

Contact us directly to find out how J.D. Power can empower all levels of your organization to improve the customer experience.

Request More Info