Well actually, airline passengers can. The J.D. Power and Associates’ 2011 North America Airline Satisfaction Study has revealed that overall customer satisfaction rose this year.
For the second year in a row, airline customer satisfaction increased. The survey – which took into account responses from more than 13,500 travellers who flew on North American carriers between July 2010 and April 2011 – judged airlines on ticket costs, cabin crew, check-in and in-flight service.
Out of a maximum score of 1,000, travellers ranked their overall satisfaction with air travel at 683 – an increase of 10 on last year’s score.
For the sixth year in a row, Budget airline JetBlue Airways came out on top, with the highest number of travellers reporting they were satisfied with the airline. Of the “traditional carriers”, Alaska Airlines topped the chart, for the fourth year in a row.
It wasn’t satisfaction all round though – higher ticket prices and added fees such as baggage check-in fees and onboard food charges – were named as the two items air travellers were most unhappy about.
