Customer satisfaction with Air Canada, WestJet falls below average: Survey

TORONTO –

A brand new survey ranks Canada’s two greatest airways beneath the common for buyer satisfaction amongst main North American carriers.

The ballot, performed by client analytics firm J.D. Power, discovered that Air Canada and WestJet positioned fifth and eighth, respectively, out of 11 airways within the financial system class.

Both fell beneath the common buyer satisfaction determine of 782 on a 1,000-point scale, and adopted the pattern of declining passenger contentment throughout airways over the previous two years.

Michael Taylor, who heads J.D. Power’s journey phase, says pricier fares, crowded planes and fewer flights are behind the frustration — however demand stays robust nonetheless.

As a end result, he says carriers are yielding fatter margins this yr after a pandemic-induced business collapse, with many working at peak effectivity.

The survey, carried out between March 2022 and March 2023, is predicated on responses from 7,774 passengers who flew on giant North American airways.

This report by The Canadian Press was first revealed May 10, 2023.