Airline satisfaction reaches all-time high

J.D. Power’s 2021 North America Airline Satisfaction Study found that airline passenger satisfaction rose 27 points from 792 to 819 since last year, an all-time high. Key findings outlined an increased satisfaction with flight crews, which rose 26 points, due in part to the work of flight attendants and pilots to enforce new health and safety procedures. “The airline industry adapted to a most unusual year by simplifying ticketing processes, waiving change fees and baggage fees which were key to persuading people to fly during the pandemic. Airline personnel rose to meet the challenges of a drastically altered travel environment,” J.D. Power’s Michael Taylor said.