AirTravel2017: Alaska Airlines and Southwest Rank Highest, Wi-Fi Travelers’ Greatest Concern

By Paul Riegler on 19 May 2017
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Despite a tumultuous year for airlines and airline passengers alike, customer satisfaction remains high.

According to the Frequent Business Traveler GlobeRunner Insights AirTravel2017 U.S. Airlines customer satisfaction survey, conducted in partnership with FlyerTalk.com, the world’s largest online travel community, and LoungeBuddy, an airport lounge resource app, Alaska Airlines was the top rated and considered the friendliest, and Wi-Fi is the overriding factor when planning a flight.

Frequent flyers rated Alaska Airlines the top U.S. airline in a survey of 5,034 travelers.

In addition, Alaska Airlines was the friendliest U.S. airline based on cabin crew friendliness while Delta Air Lines and United Airlines tied for the top rating for destinations served. Virgin America earned accolades for best coach seating as well as the best domestic first-class seats, while American Airlines and United Airlines tied for the best international and transcon first-class seats.

2017AirlineSatisfactionSurveyV3

 

WHAT FREQUENT FLYERS VALUE IN AN AIRLINE

When choosing an airline, Wi-Fi was the number one concern, followed by “value,” seat comfort, and safety record. Despite the majority of survey takers holding elite status with one or more airlines, elite status benefits was the least important of the criteria.

In miles redemption, Alaska was rated the best and it was also considered the most reliable.

OVERALL SATISFACTION RANKINGS

Alaska Airlines ranked highest among traditional (i.e. non low-cost carriers) in “overall satisfaction” with a 4.5 out of 5 rating, followed by Virgin America, which scored 4.4, and Delta Air Lines, which scored 4.0.

Meanwhile, Southwest Airlines ranked highest among low-cost carriers in “overall satisfaction” with a 4.3 out of 5 rating, followed by JetBlue Airways, which scored 4.2.

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