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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.
Health Insurance Card|Commercial Member Health Plan Stats

Insights

Winning New Business Strategies for Commercial Health Plans

Health insurance is a cornerstone of the employer value proposition and offering health coverage from a trusted, reputable insurer can significantly affect employee satisfaction and retention. In fact, 62% of employees say their benefits package makes them more inclined to stay with their current employer. Moreover, employees who feel their company genuinely cares about their well-being are 5.8 times more likely to stay for the long term.Given the importance of benefits to employees, it is imperative that plan sponsors look for commercial health plan providers that are committed to member satisfaction. This also presents a key opportunity for commercial health plan marketers tasked with growing an insurance company's membership through plan sponsors.

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.

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