Airlines are not the industry most of us associate with customer satisfaction. Between the hacky jokes about the food, the pet deaths, and the people getting dragged off planes, it’s kind of surprising we haven’t just switched back to trains. But according to the well-informed folks at market-research firm J.D. Power, customer satisfaction in the industry is at an all-time high.
J.D. Power put together this study by surveying the satisfaction of 11,508 business and leisure passengers between March 2017 and March 2018. It then ranked the airlines out of 1000 points in seven categories: cost and fees; in-flight services; aircraft; boarding, deplaning, and baggage; flight crew; check-in; and reservations. All those categories were then combined into an overall ranking for the airline.