2009 North American Airline Satisfaction Study

Aircraft Experience: This score is based on how passengers rate seat comfort, availability of overhead storage, roominess of the seat area, and cleanliness of the aircraft. Close Flight Crew Experience: This score is based on how passengers rate the frequency of in-flight updates and the courtesy, friendliness, presentation, and helpfulness of the crew. Close In-Flight Services Experience: This score is based on how passengers rate the airline’s in-flight services. Close Costs & Fees Experience: This score is based on how passengers rate the competitiveness of costs and fees. Close