Influx

JD Power’s ratings for airlines are out and surprise, surprise, customer satisfaction is down. It suggests airlines invest in people, but with a 72% increase in jet fuel price and the inability to pass this on to consumers, where does the money come from.

“Across the airline experience, from check-in, to the flight, to deplaning, passengers are being affected by the ramifications of carriers making staff cutbacks and have expressed that performance and attitudes of airline staff are suffering. In this unstable industry environment, it is critical that airlines invest in their employees as a means to enhance the customer experience, as there is a strong connection between employee satisfaction and customer satisfaction. Those airlines that focus on keeping their employees informed and motivated will be better able to change negative consumer sentiment and truly differentiate themselves.”

Sam Thanawalla, Director of the global
Hospitality and Travel practice at J.D. Power and Associates.

Posted by Ed Cotton