J.D.Power, a global market research company, based their results on the responses of 11,370 passengers who had flown on a major North American airline between March 2013 and March 2014. The research revealed that passengers are happy to pay more if it means that their experience is better. The survey was based on performance within seven different categories; cost and fees; in-flight services; boarding, deplaning and baggage; flight crew; aircraft; check-in; and reservations.
The top choice in the ‘traditional’ airlines category was Alaska Airlines, which scored an average of 737, Delta Airlines came second, and Amerian Airlines made the top three with a score of 684. Us Airways, however, failed to impress, falling into last position. The ‘low cost’ airlines category saw JetBlue Airways come out on the top spot, however Frontier Airlines gained the lowest score, meaning it fell into last place.
Dr. Rick Garlick, works for J.D. Power as the Global Travel and Hospitality Practice Lead, has said; ‘passengers are over the sticker shock of being charged more to fly, having to pay for checked bags, expedited security clearance or preferred seating. Passengers aren’t satisfied with fees, but they realize fees have become a way of life with air travel.’