Despite the airlines making headlines almost daily over controversial events lately, overall people are still satisfied with the industry. J.D. Power released their 2017 North America Airline Satisfaction Study which showed that people don’t turn their backs over a single incident. (Or a few.)
According to Michael Taylor who’s the travel practice lead at J.D. Power.
“It’s impossible to think about airline customer satisfaction without replaying the recent images of a passenger being dragged from a seat, but our data shows that, as a whole, the airline industry has been making marked improvements in customer satisfaction across a variety of metrics, from ticket cost to flight crew.”
Airfare is relatively low which always helps, and generally, people are treated pretty well on airlines.
“As recent events remind us, however, airlines have significant room for improvement. Airlines still rank among the bottom tier of most service industries tracked by J.D. Power, far lower than North American rental car companies or hotels.”