Delta tops J.D. Power airline satisfaction survey for the first time in 3 years [Fortune]
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Source: Fortune
The 2024 report, released Wednesday, saw Delta ranking highest in customer satisfaction in both the first/business class segment and in the premium economy segment. Southwest Airlines took top honors in customer satisfaction among basic economy flyers. “There are many aspects to the overall air travel experience that airlines cannot control, but one area in which they can profoundly influence is the positive effect that airline staff has on passengers,” said Michael Taylor, senior managing director of travel, hospitality, retail and customer service at J.D. Power. “The big takeaway from this year's study is the power of people to positively influence the overall flight experience. Airlines that are investing in staff training and recruitment are finding ways to overcome the negative effects of crowded gates and planes simply by being nice to their customers.” The 2024 study, which spoke with 9,582 passengers, was different from previous years. This year, Power measured satisfacti
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