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Young traveler at an airport window watching planes on the tarmac

Press Release

Airlines Deliver Strong Passenger Experience, Despite Industry Challenges, JD Power Finds

TROY, Mich.: 6 May 2026 — During the course of a year that saw heavy flight delays and cancellations, crowded airports and rising ticket prices and baggage fees, airlines in North America still managed to deliver stand-out passenger experiences. According to the JD Power 2026 North America Airline Satisfaction Study,SM released today, overall satisfaction rises 8 points (on a 1,000-point scale) year over year, with improvement occurring across all segments. However, as airfares have begun to skyrocket in 2026, airlines may soon find it difficult to offset high costs with great service.

Press Release

Airline Passenger Satisfaction Improves Slightly as Industry Confronts Economic Headwinds, JD Power Finds

TROY, Mich.: 7 May 2025 — Is this the end of the “revenge travel” era? With domestic air passenger volume down through the first quarter of 2025,[1] consumer confidence is sinking to its lowest level since the pandemic[2] and airlines introducing new fees on everything from baggage to seat selection, North American air travel is going through some changes. According to the JD Power 2025 North America Airline Satisfaction Study,SM released today, airlines are heading into this new era from a position of relative strength, with overall passenger satisfaction up 6 points (on a 1,000-point scale) from 2024.

Press Release

Top-Performing Airlines Set Themselves Apart with Friendly Staff, JD Power Finds

TROY, Mich.: 8 May 2024 — With domestic air passenger volume up 9.4% year over year and seemingly no end in sight to crowded gates, stuffed overhead bins and expensive fares, airlines have their hands full trying to maintain customer satisfaction. According to the JD Power 2024 North America Airline Satisfaction Study,SM released today, big investments by airlines in staff training and efforts to improve the overall flight experience with friendly, attentive service are helping some airlines deliver great customer experiences—despite the crowds.
Desert Highway|a graph |zip code level infrastructure highlights charging gaps|Graph showing limited EV charging options in Utah

Insights

Is U.S. EV Infrastructure Ready for the Great American Summer Road Trip? It Depends on Where You Want to Go.

Some 43.2 million people jumped in their cars for a summer road trip this July 4 weekend, according to AAA data, an increase of 2.4% during the past year and 4% higher than 2019. With record crowds continuing to swarm the nation’s national parks, hot spots like Zion, Yellowstone, Arches and others have made the western U.S. the ultimate destination for the Great American Road Trip. Which begs the question: Can you conquer the epic Western journey in an electric vehicle (EV)?

Press Release

Airline Demand-Supply Imbalance is Good for Revenue, Tough on Customer Experience, Says JD Power

TROY, Mich.: 10 May 2023 — A combination of soaring demand, limited supply and surging airfares have helped airlines book record revenues during the past two quarters, but this golden age of enhanced revenues is coming at the expense of customer satisfaction. According to the JD Power 2023 North America Airline Satisfaction Study,SM released today, customer satisfaction with major airlines is down significantly for a second consecutive year, introducing the risk of possible brand damage if the current pattern of price hikes, staffing shortages and reduced routes continues.
ev image|rejection chart|graph2|graph3|chart four

Insights

EV Divide Grows in U.S. as More New-Vehicle Shoppers Dig in Their Heels on Internal Combustion

E-Vision Intelligence ReportApril 2023EV Divide Grows in U.S. as More New-Vehicle Shoppers Dig in Their Heels on Internal CombustionKey FindingsEV Holdouts Become More Resolute: Despite recent growth in electric vehicle (EV) market share, the percentage of U.S. consumers who say they are “very unlikely” to consider an EV for their next vehicle purchase has been growing steadily for the past three months, reaching 21% in March.Charging Infrastructure and Purchase Price Remain Biggest Barriers to Adoption: The top five reasons vehicle shoppers give for not considering an EV are all focused on public charging infrastructure and vehicle pricing.Ambiguity on Incentives Creates Challenges: New criteria introduced by the Internal Revenue Service (IRS), which limit tax credits on the sale of new EVs based on details of the chemical composition of their batteries, will reduce the affordability of EVs, potentially limiting future sales.Executive SummaryIt’s not all sunshine smooth sailing on the road to the EV future. While the long-term trend in EV market share has grown significantly from 2.6% of all new-vehicle sales in February 2020 to 8.5% in February 2023, sales hit a speed bump in March, with monthly market share falling to 7.3%. Although some month-to-month volatility is to be expected, a closer look at the barriers to EV adoption shows that many new vehicle shoppers are becoming more adamant about their decision to not consider an EV for their next purchase.According to new data from JD Power, this steady increase in the percentage of consumers who say they are “very unlikely” to consider an EV for their next vehicle purchase reflects persistent concerns about charging infrastructure and vehicle pricing.This E-Vision Intelligence Report dives into key data points trending in each monthly EV Index update, along with other data points gathered from JD Power studies and pulse surveys, to spotlight emerging trends and important shifts in EV consumer sentiment.Rise of the EV HoldoutsTop-line metrics on overall EV market share, availability and affordability have been on a long-term upward trend, but beneath those headline numbers we are starting to see some consumer behaviors that suggest a possible bifurcation of the automotive marketplace. Notably, when it comes to the percentage of new-vehicle shoppers who say they are “very likely” and “very unlikely” to consider an EV, the number of EV holdouts is growing more. As of this month’s report, 21% of new-vehicle shoppers say they are “very unlikely” to consider an EV, up from 18.9% in February and 17.8% in January. Meanwhile, the percentage of auto shoppers who say they are “very likely” to consider an EV is 26.9% and has been largely flat for the past three months.Charging Infrastructure, Price and Demographics All Play a RoleDigging deeper into the primary barriers to EV purchase consideration, we find remarkable stability in the top reasons consumers provide for sticking with internal combustion engine (ICE) vehicles. Lack of public charging infrastructure and price have been the top two concerns for the past 10 months, along with related issues involving range anxiety, time required to charge and power outage and grid concerns. Recent high profile infrastructure initiatives, such as Walmart’s plan to dramatically expand its charging network and Tesla’s announcement that would open some of its supercharger network to non-Tesla vehicles have apparently had little effect on these consumer concerns, at least so far. Demographics are also playing a role in these results. While it may not be surprising that the majority of Boomers[1] and Pre-Boomers aren’t considering EVs, fully one-third (33%) of Gen Z shoppers—the future of the marketplace—say they’re “somewhat unlikely” or “very unlikely.” It is clear in the data that price and charging infrastructure are significant obstacles for a wide spectrum of potential customers.New Tax Credit Rules Create ConfusionConsumer interest in EVs is heavily swayed by price, with our data consistently showing a clear correlation between consumer demand and government incentives, lease deals and manufacturer price cuts. Recently, that relationship has driven a surge in interest in vehicles like the Ford Mustang Mach-E and Tesla Model Y, which were reclassified as SUVs and became eligible for $7,500 federal tax credits under the Inflation Reduction Act (IRA).In mid-April, the IRS and the U.S. Treasury Department issued new guidance on specific vehicle requirements that need to be met before EVs can be eligible for these tax credits. These include the location where the vehicle is assembled and details on the sourcing of critical minerals used in the construction of vehicle batteries. On this last point, batteries and components must originate in the United States or come from countries with which there is a free trade agreement for the vehicle to qualify. This new hurdle will affect the affordability of several EV models, while also likely introducing more confusion among buyers. While we cannot yet forecast the exact effect this new guidance will have on EV adoption, our data suggest that higher prices will negatively affect EV sales. MethodologyThis JD Power E-Vision Intelligence Report is based on data and insights from the JD Power EV Index and the JD Power EV Consideration pulse survey. The JD Power EV Index is an analytics tool to benchmark the growing EV market in the United States. It tracks millions of data points aggregated into six categories—interest, availability, adoption, affordability, infrastructure and experience—to evaluate the progress to parity of EVs with ICE vehicles in the U.S. Each month, JD Power’s electric vehicle practice will analyze these data points, and others to spotlight emerging trends and important shifts in consumer sentiment that are helping to define the fast-moving EV marketplace. Find out MoreThis report was authored by Elizabeth Krear, vice president, electric vehicle practice; Brent Gruber, executive director, electric vehicle practice; Stewart Stropp, executive director, electric vehicle practice; Kristen Richter, senior manager, electric vehicle practice; and Karlo Vukobratovic, analyst, electric vehicle practice, JD Power. The JD Power E-Vision initiative is a company-wide program focused on maximizing JD Power industry-leading EV data, analytics, insights and solutions. Please contact us at the numbers below to connect with the authors or to learn more about the underlying research. Media ContactsShane Smith; East Coast; 424-903-3665; [email protected] Effler, JD Power; West Coast; 714-621-6224; [email protected] [1] JD Power defines generational groups as Pre-Boomers (born before 1946); Boomers (1946-1964); Gen X (1965-1976); Gen Y (1977-1994); and Gen Z (1995-2004). Millennials (1982-1994) are a subset of Gen Y.

Press Release

North American Airline Passenger Satisfaction Declines: Here’s Why That’s Good News, Says JD Power

TROY, Mich.: 11 May 2022 — The crowds are back at the airport, those empty middle seats are occupied again and airlines in North America are raising ticket prices in response to soaring fuel costs and continued strong leisure travel demand—all at the expense of passenger satisfaction. While dramatically higher prices could harm airline brands in the long term, for now, load volume is continuing to climb and passengers are willing to be assigned a middle seat in exchange for getting out of their houses, according to the JD Power 2022 North America Airline Satisfaction Study,SM released today.

Press Release

Attentive Flight Crews, Flexible Fares and Charges during Pandemic Drive Record High Customer Satisfaction with North America Airlines, JD Power Finds

TROY, Mich.: 12 May 2021 (Updated 19 May 2021) — Despite the North America 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 JD Power 2021 North America Airline Satisfaction Study,SM 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 28 points to 820 (on a 1,000-point scale) year over year.

Press Release

Importance of Trust, Transparency to Airline Satisfaction Grows as Industry Confronts Pandemic Fears, JD Power Finds

TROY, Mich.: 27 May 2020 — North American airlines were headed into 2020 with some of the highest customer satisfaction scores ever recorded, thanks to heavy investment in newer aircraft, better in-flight services and improved customer service. Then COVID-19 hit. According to the JD Power 2020 North America Airline Satisfaction Study,SM released today, many of the core values that drove standout passenger experiences in the pre-pandemic environment will be even more important as the industry plots its recovery. Specifically, the industry will need to focus on restoring confidence, while continuing to improve on the operational side.

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