Are customers loyal to airlines?

On-Time Performance (OTP) is the foremost reason that 36 percent of all travelers surveyed cited for their continued loyalty to any given airline. Baby Boomers (25 percent) cite OTP as their primary motive for remaining loyal to a brand, on par with the value they place upon frequent-flyer program status and rewards.



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After all, almost everyone would prefer more legroom, better service, a more pleasant boarding experience, and free high speed Wi-Fi on every flight.

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Here are the best airlines for customer service Customers say they like perennial favorites, including JetBlue, Southwest, Delta and Alaska. And in 2022, these carriers came through for passengers again — to a point.

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In 2022 , Frontier Airlines reported 20.26 customer complaints for each 100,000 enplanements on domestic-scheduled operations. This was the highest rate of customer complaints among U.S. carriers.

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Here are the ten worst airlines, according to travelers in the United States: American Airlines: 2,183 flight problems and 6,491 reported complaints. United Airlines: 1,583 flight problems and 5,135 reported complaints. Spirit Airlines: 1,102 flight problems and 3,206 reported complaints.

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What do consumers want in an airline?
  • Timeliness. Delays have a lasting negative impact for passengers.
  • Assurance. A management committed to customer service and satisfaction.
  • Convenience. Convenient check-ins, departure and arrival times, and ticket reservations.
  • Helpfulness. ...
  • Comfort. ...
  • Meals. ...
  • Safety and Security.


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Frontier Airlines offers the most rewarding domestic airline program, in terms of the value of miles earned. Both Alaska and Frontier still grant reward miles based on the number of miles flown versus flight cost.

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