Customer satisfaction with Air Canada, WestJet falls below average: Survey
BNN Bloomberg
A new survey ranks Canada’s two biggest airlines below the average for customer satisfaction among major North American carriers.
WestJet notched a customer satisfaction figure of 777 on a 1,000-point scale, edging out Air Canada which scored 765. However, both were below the average economy class score of 782 in a poll by J.D. Power.
Pricier fares, crowded planes and fewer flight options were behind the frustration — but demand remains strong nonetheless — said Michael Taylor, managing director of travel, hospitality and retail at the consumer analytics company.
As a result, carriers yielded higher revenues this year after a prolonged industry slump prompted by the pandemic, he said. Many are running at "peak efficiency," though higher labour and fuel costs compared with 2019 have hampered profit margins.
