Travel is back and busier than ever. Here’s why passengers aren’t happy

Airports are crowded, flights are crowded, and air travel in the US is back in full swing, but the return to the skies in the wake of the pandemic hasn’t been entirely smooth sailing: Passengers seem to be behaving more badly than ever, canceling flights. I feel increasingly popular and airlines are raising their prices as fuel prices go up. Perhaps unsurprisingly, US airline passenger satisfaction is declining across the board, at least according to JD Power’s 2022 North American airline customer satisfaction study by consumer research firm JD Power. Frustrated by the cost of the ticket, the performance of the flight crew and even the plane they’re flying on – and that’s true whether they choose economy, premium or business. The study found that the total satisfaction of American Airlines passengers is 798 out of 1,000, down even more. 20 points from last year’s report, however, some airlines ranked first in the report. Economy class passengers ranked Southwest Airlines highest with 849 points, while JetBlue triumphed in premium economy (851 points) and first/business (878), Michael Taylor, head of travel intelligence at J.D. Power, said the overall decline in satisfaction American passengers are not. “Bad news,” suggesting airlines can learn from the results to improve their offerings. “If airlines can find ways to manage these increased volumes while making some small adjustments to help passengers feel valued, they should be able to manage this return to a new era of flying,” Taylor said in a statement. North America last year reported that American travelers were enjoying some of the unexpected benefits of pandemic-era flights: fewer passengers, more travel space, and ticket flexibility. Comparing those trips that had a high incidence of coronavirus with travel today was the reason behind the drop in satisfaction this year. Jie in line and more attention by the flight attendants. This business model, he said, was not sustainable.” Similarly, the report notes that there is some pandemic food leftovers that passengers prefer to see. JD Power draws a link between lower satisfaction with food and drink in premium economy and business and the fact that many airlines did not serve alcohol On board for most of the past year In addition to food and beverage options, the North American Airlines Satisfaction Study also examined how happy passengers are with planes, baggage, boarding and check-in, cost and fees, flight crew, in-flight services and reservations.5 Airlines Alaska Airlines 6. Canadian Airlines 7. United Airlines 8. Spirit Airlines 9. American Airlines 10. Frontier Airlines 11. WestJetJ.D. America’s Best Airlines for Premium Economy Passengers 1. JetBlue Ai rways2 Delta Air 3. Alaska Airlines 4. American Airlines 5. United Airlines 6. Best Air Canada JD Power American Airlines for First/Business Travelers 1. J Airways T Blue 2. Alaska Airlines 3. Delta Airlines 4. Air Canada 5. United Airlines 6. American Airlines

Airports are crowded, flights are full, and air travel in the United States is back in full swing.

But returning to the skies in the wake of the pandemic has not been entirely smooth sailing: Passengers seem to be behaving more badly than ever, flight cancellations appear increasingly common, and airlines are raising fares as fuel prices rise.

Perhaps unsurprisingly, US airline passenger satisfaction is declining across the board, at least according to the 2022 North American Airlines Satisfaction Study by consumer research firm JD Power.

JD Power’s report notes that customers are frustrated by the cost of tickets, the performance of the flight crew, and even the plane they’re flying on – and that’s true whether they choose economy, premium or business.

The study found that the overall satisfaction of American Airlines passengers was 798 out of 1,000, down more than 20 points from last year’s report.

However, some airlines ranked first in the report. Economy Class passengers ranked Southwest Airlines highest with 849 points, while JetBlue won in Premium Economy (851 points) and First/Business Class (878 points).

Michael Taylor, head of travel intelligence at JD Power, said the overall decline in US passenger satisfaction was not “bad news,” suggesting airlines could learn from the results to improve their offerings.

“If airlines can find ways to manage these increased volumes while making some small adjustments to help passengers feel valued, they should be able to manage this return to normal,” Taylor said in a statement.

A new era of flying

Results from the North American Airlines Satisfaction Study last year indicated that US travelers were enjoying some of the unexpected benefits of flights in the pandemic era: fewer passengers, empty flights, and ticket flexibility.

Taylor noted that the comparison between those flights that outpaced the coronavirus spike and travel today was behind the drop in satisfaction this year.

“Less passengers mean more space on planes, less waiting in line and more attention from flight attendants. But this business model has not been sustainable,” he said.

Similarly, the report notes that there are some leftovers of epidemic food that passengers would prefer to see. JD Power links lower satisfaction with food and beverages in Premium Economy and Business Class and the fact that many airlines have not served alcohol on board for most of the past year.

In addition to food and beverage options, the North American Airlines Satisfaction Study examined how happy passengers were with the plane, baggage, boarding, check-in, cost, fees, crew, in-flight services, and reservations.

About 7,004 US airline passengers were surveyed from March 2021 through March 2022.

JD Power’s Top American Airlines for Economy Class Passengers

1. Southwest Airlines

2. JetBlue Airways

3. Delta Airlines

4. Elegant Air

5. Alaska Airlines

6. Air Canada

7. United Airlines

8. Spirit Airlines

9. American Airlines

10. Frontier Airlines

11. Westgate

JD Power’s Top American Airlines for Premium Economy Class Passengers

1. JetBlue Airways

2. Delta Airlines

3. Alaska Airlines

4. American Airlines

5. United Airlines

6. Air Canada

Top US Airlines in JD Power for First / Business Travelers

1. JetBlue Airways

2. Alaska Airlines

3. Delta Airlines

4. Air Canada

5. United Airlines

6. American Airlines

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