Travel and Hospitality

North America Airline Satisfaction Study

Airlines who make their customer experience a priority will reap the benefits in profits and reputation. Understanding what pleases the flying public and where their priorities lie are the first steps in creating an outstanding travel experience.

The Solution

The J.D. Power North America Airline Satisfaction StudySM measures passenger satisfaction among business and leisure travelers of major airline carriers in North America with the entire air travel experience, from reservation to baggage retrieval, based on a recent flight experience. The study is continuously fielded throughout the year. 

The study measures performance and satisfaction by class of cabin.  The report is grouped by three categories:  First/Business, Premium Economy and Economy.  The modified factor model measures passenger satisfaction with airline carriers based on performance in seven factors: Reservation, Check-In, Boarding, Baggage, Aircraft, Flight Crew, In-Flight Services, Costs & Fees. We will continue to expand coverage of Airline Lounges, Amenities, Boarding, Baggage, Food & Beverage, In-Flight Entertainment plus connectivity. View list of profiled brands and publish dates here.

The Benefits

Study subscription will provide access to the tools needed to gain an in-depth understanding of your how your company is performing and to identify the areas needing improvement. J.D. Power’s research solutions enable airlines to target performance activities that have a direct impact on ROI.

Deliverables include:

  • KPI analysis examining the actions with the greatest impact on customer satisfaction, enabling you to target and prioritize your airline’s improvement initiatives
  • Personalized competitive data set allowing you to see how your airline stacks up against competitors, the industry, and the highest performers across study factors
  • Access to online data portals for in-depth data analysis
  • Executive presentation with management insights, which include customized strategic recommendations, study results, ongoing best practices, and analyses of high-performing airlines.