J.D. Power a global leader in consumer insights, advisory services, data and analytics has recently released their latest statistic reports on 2019 Airline International Destination Satisfaction saying passengers are more concerned about the in-flight services that they get on an international flight than the cost of an air ticket.
In terms of inflight services like food, complimentary drinks and inflight entertainments such as HD movies and popular TV shows are one of the reasons that drive passenger satisfaction for the core among frequent international air travellers.
The new study measures, air traveller’s satisfaction with airline carriers who are flying from North America to Europe and from North America to Asia.
The Airline International Destination Satisfaction Study is purely based on nine key factors namely in-flight services, cost and fees, aircraft, cabin crew, check-in, boarding, immigration, baggage, and reservation.
J.D. Power, Travel Intelligence Lead, Michael Taylor said, “A low fare may be the best way to attract a first-time international passenger, 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 favour at altitude, where it has been proven that taste buds grow less sensitive.”
According to their findings, overall of air travellers on flights to Europe and Asia are more satisfied with the food and beverage that has been served on board. Outstandingly in-flight services are also one of the key factors too; especially those who are flying to destinations in Asia or Europe. Passengers who take long-haul flights within North America are primarily driven by cost and fees.
While the food and beverage are a key pleasure for passenger, overall onboard satisfaction is currently lower compare to the vast in-flight entertainment options. Data shows, passengers on flights to Europe are more satisfied with in-flight entertainment options by 53 points higher than for food and beverage. Passenger satisfaction on flights to Asia is 22 points.
Domestic air passengers will mainly select an airline with their travel experience with the carrier rating 40% good customer, service 36%, convenient scheduling 35%, reputation 33%, lower ticket price (31%) and other variables. However, for international travellers – availability of a direct flight, luggage fees and Wi-Fi connectivity have a lesser concern when selecting an airline.
The following are the rankings for 2019 Airline International Destination Satisfaction
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.