Thread: DL leads JD Power North American Customer Satisfaction Ranking. Barely....

Originally Posted by ddagencylv

According to the J.D. Power 2021 North America Airline Satisfaction Study released Wednesday, passenger satisfaction rose 27 points to 819 on the 1,000-point scale year over year. The jump was driven by an incredible 47-point increase in customer satisfaction with cost and fees as most carriers issued travel waivers allowing passengers to change or cancel tickets without penalty

Passengers have been pleased with the performance of flight crews during this challenging period, with satisfaction in that category increasing 26 points. According to J.D. Power, all North American airlines fared well in terms of customer feedback regarding their responses to the pandemic. Face mask requirements and other enhanced health and safety measures have been in place for more than a year now

On the flip-side 2021 is the worst year for pax behaving badly. The FAA reports over 1,300 unruly pax reports from the airlines since FEBRUARY (it took a decade to reach that number previously)- most incidents have been over pax refusing to wear face masks.

TSA mask requirement is through September 13.

https://www.seattletimes.com/busines...-so-are-fines/