In-Flight Services?Not Ticket Prices?Boost Passenger Satisfaction on International Flights, J.D. Power Finds
Great food?the spicier the better?plus good customer service and a positive track record are the primary drivers of passenger satisfaction on international airline flights. In a stark departure from the price-driven culture of domestic airline customer behavior, the J.D. Power 2019 Airline International Destination Satisfaction Study,SM released today, finds that cost and fees are notably less important than in-flight services when it comes to delighting passengers on international flights.
The Airline International Destination Satisfaction Study is a new syndicated study that measures passenger satisfaction with airline carriers flying from North America to Europe and from North America to Asia. It is based on performance in nine factors (in order of average importance across both models): in-flight services; cost and fees; aircraft; flight crew; check-in; boarding; immigration; baggage; and reservation.
"A low fare may be the best way to attract a first-time international passenger," said Michael Taylor, Travel Intelligence Lead at J.D. Power, "but retaining passengers on routes to Europe and Asia is all about delighting customers with great in-flight experiences. One of the most powerful ways to do that is with food and beverage offerings that are unique to the airline's culture and that manage to deliver flavor at altitude, where it has been proven that taste buds grow less sensitive."
Following are some of the key findings of the 2019 study:
In-flight services?especially food and beverage?are key to passenger satisfaction: In-flight services, such as food and beverage and in-flight entertainment, are the primary drivers of passenger satisfaction among international travelers. On flights to Europe and Asia, more than half of the overall in-flight passenger experience is dictated by food and beverage. In-flight services are more important to passengers bound for Asia or Europe; whereas passenger satisfaction with long-haul flights within North America is more of a value proposition primarily driven by cost and fees.
But the food could be better...: While the food and beverage factor is key to passenger satisfaction, there is room for improvement. Overall passenger satisfaction with food and beverage offerings is currently lower than that of satisfaction with in-flight entertainment options. On flights to Europe, overall satisfaction with in-flight entertainment is 53 points higher (on a 1,000-point scale) than for food and beverage. On flights to Asia, that gap is 22 points.
Track record matters when it comes to airline selection: The primary drivers of airline selection among international passengers are past experience with the airline (40%); good customer service (36%); convenient scheduling (35%); reputation (33%); and lower ticket price (31%). Other variables, which weigh heavily on airline selection among domestic travelers?such as availability of a direct flight, no luggage fees and Wi-Fi access?play a much less significant role in airline selection among international travelers.
Study Rankings
Among carriers flying from North America to Europe, Turkish Airlines ranks highest in passenger satisfaction with a score of 833. Virgin Atlantic (829) ranks second, while British Airways and Delta Air Lines (815) rank third in a tie.
Among carriers flying from North America to Asia, Japan Airlines ranks highest in passenger satisfaction with a score of 869. Delta Air Lines(861) ranks second and Korean Air (854) ranks third.
The J.D. Power 2019 Airline International Destination Satisfaction Study measures passenger satisfaction with airline carriers flying from North America to Europe and Asia. The study is based on responses from 6,287 passengers and was fielded in September-October 2019.
J.D. Power is a global leader in consumer insights, advisory services and data and analytics. These capabilities enable J.D. Power to help its clients drive customer satisfaction, growth and profitability. Established in 1968, J.D. Power has offices serving North America, South America, Asia Pacific and Europe.
China Eastern Airlines announced it will officially launch a new direct flight between Shanghai and Marseille, France on July 2 this year.
The new Shanghai-Marseille service will be operated by Shanghai Airlines, a subsidiary of China Eastern...
FanttikRide is the trailblazing brand under Fanttik, the acclaimed name in automotive innovation is proud to introduce the FanttikRide AMG G63 ? an officially licensed Mercedes Benz AMG G63 miniature electric car for your kids. Designed meticulously...
Bristow Group Inc. , the global leader in innovative and sustainable vertical flight solutions, today announced it will release its first quarter 2024 financial results and selected financial outlook for 2025 and 2026 after market close on Tuesday,...
Autohome Inc. ("Autohome" or the "Company"), the leading online destination for automobile consumers in China, today announced that it will hold its annual general meeting of shareholders (the "AGM") at 18th Floor Tower B, CEC Plaza, 3 Dan Ling...
Bus drivers at All-Star Transportation, a subsidiary of Student Transportation of America, in Wolcott have voted overwhelmingly to join Teamsters Local 671. The 37 new Teamsters provide student transportation for Wolcott Public Schools....
The Board of Directors of Matson, Inc. , a leading U.S. carrier in the Pacific, today declared a second quarter dividend of $0.32 per common share. The dividend will be paid on June 6, 2024 to all shareholders of record as of the close of business...