What factors lead to customer satisfaction for an airline?
The study measured customers' satisfaction with airlines based on performance in eight factors: aircraft, baggage, boarding, check-in, costs and fees, flight crew, in-flight services, and reservations.
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Analysis of the data indicated that there are many factors that passengers consider important in customer satisfaction. Factors such as reservation and ticketing check in procedures, in- flight services, baggage handling and collection.
Last updated on Aug 25, 2023. Customer satisfaction is a key indicator of airline performance and competitiveness. It reflects how well an airline meets or exceeds the expectations and needs of its passengers.
British Airways tops the list with a net Satisfaction score of 28.3, nearly 8 points higher than the runner-up, discount carrier easyJet, which scored 20.3. Virgin Atlantic, Jet2.com and TUI airways round out the top five.