Introducing: 2024 Airline Study Enhancements

Airlines are facing significant challenges in the post-pandemic world including rising ticket prices and crowded flights. Passenger priorities are changing and meeting those priorities in a cost-effective way will be key in expanding market share, making passenger satisfaction more important than ever before.

In order to provide the most valuable insights into the changing travel landscape, J.D. Power has recently enhanced its airline benchmarking study.

The J.D. Power North America Airline Satisfaction Study measures passenger satisfaction among business and leisure travelers of major airlines, providing critical insights about airlines and their competitors. The study explores a wide range of traveler experiences from making a reservation to recent in-flight experience to baggage retrieval.

The newly redesigned 2024 study features several enhancements, including diagnostic questions such as the example below, that gives insight into the impact "excellent/perfect" passenger experiences has on levels of brand loyalty:

The 2024 study also features:

• Updated experience dimensions including On-Board Experience, Level of Trust with Airline, Ease of Travel with Airline, Value for Price Paid, Airline Staff, Digital Tools and Day of Travel Pre- and Post-Flight Experience
• Nearly 20 new diagnostic questions have been added to the survey covering a variety of topic areas such as refreshed in-flight entertainment questions, F&B menu availability and location, mobile app usage for baggage tracking and more
• Modernized research methodology that includes continuous fielding, modular survey design and the new fully anchored poor-to-perfect 6-point rating scale, all of which make getting robust sample size and clear passenger feedback easier than ever before

Discover how the J.D. Power North America Airline Satisfaction Study can help you create an outstanding travel experience by clicking here.