Air Canada Ranks Low in Customer Satisfaction Survey, Airfares a Key Concern

According to a recent survey by consumer analytics firm J.D. Power, Air Canada falls short in customer satisfaction compared to other major North American airlines, with airfares emerging as a significant pain point for passengers.

The survey revealed that Air Canada ranked last in both business class and premium economy categories, highlighting dissatisfaction among travelers. In economy class, the airline placed ninth out of 11 peers, surpassing only budget carriers Spirit Airlines and Frontier Airlines.

In contrast, WestJet, another prominent Canadian carrier, fared relatively better, securing the fifth position out of seven for premium economy and seventh out of 11 for economy class.

Michael Taylor, head of J.D. Power’s travel division, noted that passengers expressed dissatisfaction with the value they received for the price paid, particularly with Air Canada. Among the factors considered by passengers in the survey were digital tools, airline staff service, and onboard experience.

Taylor highlighted the success of Delta Air Lines and Southwest Airlines, which earned the highest scores in the survey. He attributed their performance to their investment in staff training and recruitment. Delta’s flight attendants, equipped with smartphones, have the ability to personalize interactions with passengers, enhancing their overall experience.

Southwest Airlines, on the other hand, prioritizes hiring for attitude and encourages cabin crew to showcase their personalities authentically, rather than adhering strictly to scripted interactions.

The survey underscores the importance of airlines investing in staff training and providing personalized experiences to improve customer satisfaction, especially amid growing competition in the aviation industry.