A recent study from J.D. Power indicated a modest rise in airline customer satisfaction despite a general decrease in air travel. Conducted between March 2024 and March 2025, the survey highlighted that 62% of travelers are most troubled by fellow passengers, indicating that crowding significantly impacts the flying experience. On a 1,000-point scale, satisfaction climbed six points overall, influenced mainly by economy class passengers. The study analyzed feedback from over 10,000 travelers across various categories like airline staff and onboard experience, revealing mixed feelings across different seating classes.
In fact, a 2023 Fast Company-Harris poll even found that 62% of airline customers are most dissatisfied with other travelers.
Interestingly, customer satisfaction is slightly up compared to last year, which potentially means that people think overcrowding is one of the worst elements of air travel.
The study based satisfaction scores on seven different elements of travel, showing an uptick in satisfaction influenced by passengers flying in the economy and basic economy classes.
On the study's 1,000-point scale, consumers reported a six point overall uptick in satisfaction compared to the prior year.
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