U.S. airline customers are happier in 2013, nevermind social media complainers
Skift Take
Airline passengers are getting used to the new normal: paying extra for baggage and other services, and that helps in the scores this year.
North American airlines earned their highest rating for passenger satisfaction since 2006, before the advent of baggage fees, in a survey showing the value of smiling employees, onboard Wi-Fi and mobile applications.
Customers reported better experiences with both segments of the industry, the traditional full-service carriers such as Delta Air Lines Inc. and low-cost competitors including JetBlue Airways Corp., market researcher J.D. Power & Associates said today in its 2013 North America Airline Satisfaction Study.
Travelers who checked in with a mobile app, surfed the Web in flight and consistently received warm service helped buoy airlines’ rankings, according to Westlake Village, California- based J.D. Power. The study found fewer objections than i
