Category: Travel and HospitalityCanada|United States

Rental Car Customers Who Skip the Airport Counter Are Significantly More Satisfied and Experience Shorter Pick-Up Times

2025-10-07

jillian.breska

TROY, Mich.: 8 Oct. 2025 — What would you do with an extra seven minutes and 57 seconds tacked onto your next vacation or business trip? According to the JD Power 2025 North America Rental Car Satisfaction Study,^SM released today, that’s the average amount of time rental car customers gain by skipping the airport car rental counter and going directly to the lot to fetch their vehicle. Despite the time savings and a better overall customer experience, however, 80% of airport rental car customers still visit the counter first.

Overall satisfaction among customers who bypass the rental counter is 704 (on a 1,000- point scale), compared to 662 among those who stop at the counter. Additionally, bypassing the counter—compared with visiting the counter—also results in notably higher satisfaction with the pick-up/drop-off experience (722 vs. 667, respectively) and ease/convenience of securing the rental (722 vs. 663, respectively). The study also finds that customers who skipped the counter saved time, with an average time to complete the rental pick up of 14 minutes and 6 seconds, compared to 22 minutes and 3 seconds for those who visited the counter. 

“Given options of loyalty programs, kiosks and rental car company apps, there are more ways than ever to bypass the rental car counter and customers who take advantage of that added convenience are enjoying the benefits,” said Azari Jones, rental car practice lead at JD Power. “But for one reason or another, many customers are choosing to take the extra time to engage with representatives at the rental car counter. The key for rental car companies looking to maximize customer satisfaction is to clearly communicate the value of direct pick-up for time-pressed travelers, and to add value at the counter by delivering personalized service and more fully addressing customers’ questions and concerns.”

Study Ranking

Enterprise ranks highest in overall customer satisfaction with a score of 734. National (721) ranks second. Advantage Rent A Car and Sixt rank third in a tie, each with a score of 711. 

The North America Rental Car Satisfaction Study examines the customer experience with rental car companies across seven core dimensions (in order of importance): ease of rental; pick-up/drop-off; level of trust; vehicle; staff; value for price paid; and digital tools. It is based on responses gathered from 8,263 business and leisure travelers who rented a vehicle at an airport location during the past year. The 2025 study was fielded from August 2024 through August 2025.

For more information about the North America Rental Car Satisfaction Study, visit https://www.jdpower.com/business/travel-and-hospitality/north-america-rental-car-satisfaction-study. 

About JD Power
JD Power is a global leader in consumer insights, advisory services, and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, JD Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 55 years. The world’s leading businesses across major industries rely on JD Power to guide their customer-facing strategies.

JD Power has offices in North America, Europe and Asia Pacific. To learn more about the company’s business offerings, visit JDPower.com/business. The JD Power auto-shopping tool can be found at JDPower.com.

Media Relations Contacts
Joe LaMuraglia, JD Power; East Coast; 714-621-6224; [email protected]
John Roderick; East Coast; 631-584-2200; [email protected] 

About JD Power and Advertising/Promotional Rules: www.jdpower.com/business/about-us/press-release-info

 

North American Airports See Gains in Passenger Satisfaction Thanks to Capital Improvements and Efforts to Localize Terminal Experience, JD Power Finds

2025-09-16

jillian.breska

TROY, Mich.: 17 Sept. 2025 — More than 10 million[1] passengers passed through Transportation Safety Administration (TSA) checkpoints at North American airports on Labor Day weekend this year, setting a new record for air travel passenger volume. Despite persistently crowded terminals, widespread flight delays and rising prices, overall satisfaction with North American airports is improving. According to the JD Power 2025 North America Airport Satisfaction Study,^SM released today, overall passenger satisfaction scores are up 10 points (on a 1,000-point scale) this year, driven largely by improvements in food, beverage and retail and ease of travel through the airport.

“While the annual growth rate in passenger volume seems to be leveling off, we’re still seeing record numbers of travelers pass through the nation’s airports, and, for the most part, they are enjoying the experience,” said Michael Taylor, managing director of travel, hospitality and retail at JD Power. “A big part of this recent increase in passenger satisfaction is due to recently completed improvements in many airport facilities themselves. A few big capital improvement projects have now been completed and many more are underway or about to break ground.  A decades long trend of bringing unique, local flavor to the passenger experience has positively impacted the airport experience with these local touches having a major influence on passenger satisfaction.”

Following are some key findings of the 2025 study:

• Many airports continue to experience record passenger volumes: Despite record numbers of passengers and widespread flight cancellations and delays, overall satisfaction increases 8 points for mega airports, 10 points for medium airports and 15 points for large airports.
• Local flavors make a big difference: One of the bigger drivers of this year’s increase in passenger satisfaction is food, beverage and retail programs, which improved 14 points year over year across all airport segments. Airport efforts to incorporate authentic local food and beverage brands into their terminal offerings have helped to fuel that increase.
• Airport experience wields major influence on passenger spending: Passengers who rate their airport experience as “perfect” spend an average of $42.39 in the terminal. That is $16.54 more than passengers who rate their airport experience as “just OK.” Perfect experiences are rare, however, occurring in just 11% of journeys through the airport.
• Mega airport passengers experience longer wait times, more crowding: On average, 56% of passengers traveling through medium airports and 50% of those traveling through large airports spent 10 minutes or less getting through security. These passengers are also more likely to characterize the airport as “mildly crowded” or “not at all crowded.” Among mega airport passengers, however, 23% spent 21 minutes or more getting through security and 57% describe the airport as “moderately crowded.” 

JD Power finds that when airports create a genuine sense of location, overall satisfaction scores improve by an average of 190 points.

Study Rankings

Minneapolis-Saint Paul International Airport ranks highest in passenger satisfaction among mega airports for a second consecutive year with a score of 660. Detroit Metropolitan Wayne County Airport (649) ranks second and Phoenix Sky Harbor International Airport (634) ranks third.

John Wayne Airport, Orange County ranks highest among large airports for a second consecutive year, with a score of 730. Tampa International Airport (709) ranks second and Dallas Love Field (705) ranks third.

Indianapolis International Airport ranks highest among medium airports for a fourth consecutive year, with a score of 713. Ontario International Airport (709) ranks second and Buffalo Niagara International Airport (698) ranks third.

The North America Airport Satisfaction Study, now in its 20^th year, measures overall passenger satisfaction with mega, large and medium North American airports by examining their experience across seven core dimensions (in order of importance): ease of travel through airport; level of trust with airport; terminal facilities; airport staff; departure/to airport experience; food, beverage and retail; and arrival/from airport experience. Mega airports are defined as those with 33 million or more passengers per year; large airports with 10 to 32.9 million passengers per year; and medium airports with 4.5 to 9.9 million passengers per year.

The 2025 study is based on 30,439 completed surveys from U.S. or Canadian residents who traveled through at least one U.S. or Canadian airport and covers both departure and arrival experiences (including connecting airports) during the past 30 days. Passengers evaluated either a departing or arriving airport from their round-trip experience. The study was fielded from July 2024 through July 2025.

For more information about the North America Airport Satisfaction Study, visit https://www.jdpower.com/business/north-america-airport-satisfaction-study. 

About JD Power
JD Power is a global leader in consumer insights, advisory services, and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, JD Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 55 years. The world’s leading businesses across major industries rely on JD Power to guide their customer-facing strategies. JD Power has offices in North America, Europe and Asia Pacific. To learn more about the company’s business offerings, visit JDPower.com/business. The JD Power auto-shopping tool can be found at JDPower.com.

Media Relations Contacts
Joe LaMuraglia, JD Power; East Coast; 714-621-6224; [email protected]
John Roderick; East Coast; 631-584-2200; [email protected] 

About JD Power and Advertising/Promotional Rules: www.jdpower.com/business/about-us/press-release-info

¹Transportation Security Administration, “TSA Screens Record 10.4 Million Individuals Over Labor Day Weekend,” September 3, 2025, https://www.tsa.gov/news/press/releases/2025/09/03/tsa-screens-record-104-million-individuals-over-labor-day-weekend 

 

Airline Passenger Satisfaction Improves Slightly as Industry Confronts Economic Headwinds, JD Power Finds

2025-05-06

jillian.breska

TROY, Mich.: 7 May 2025 — Is this the end of the “revenge travel” era? With domestic air passenger volume down through the first quarter of 2025,¹ consumer confidence is sinking to its lowest level since the pandemic² and airlines introducing new fees on everything from baggage to seat selection, North American air travel is going through some changes. According to the JD Power 2025 North America Airline Satisfaction Study,^SM released today, airlines are heading into this new era from a position of relative strength, with overall passenger satisfaction up 6 points (on a 1,000-point scale) from 2024.

“Throughout our one-year study period, we’ve seen a slight decline in both ticket prices and passenger volume, which has helped keep overall passenger satisfaction levels high,” said Michael Taylor, senior managing director of travel, hospitality, retail and customer service at JD Power. “But it’s clear that market dynamics are changing and will likely affect passenger experience in the coming weeks and months. Airlines will likely have a tougher year this year, economically, but the key to their longer-term success will be how well they manage economic headwinds without compromising on customer experience.”

Following are some key findings of the 2025 study:

• Overall satisfaction rises, driven by gains in main cabin: Overall passenger satisfaction for North American airlines is up 6 points from 2024. That improvement is driven by an 8-point increase in satisfaction among passengers flying in the economy/basic economy class, which represents the majority of airline passengers. Passenger satisfaction declined 7 points in the premium economy class and just 1 point in first/business class.
• Airline staff crucial to passenger satisfaction: Positive passenger experiences with airline staff were responsible for a 9-point increase in customer satisfaction in the economy/basic economy segment, underscoring the importance of frontline personnel to the overall passenger experience.
• Fewer than 10% of passengers experienced problems: Fewer than 10% of North American airline passengers experienced problems in this year’s study. Of those who did experience problems, flight delays were the most common across all passenger segments. Customers who did not cite a problem had satisfaction scores that were 125 points higher on overall level of trust with the airline than those who experienced a problem.
• Passenger experience directly linked to brand loyalty: Among passengers who describe their overall air travel experience as “perfect,” 81% say they “definitely will” fly that airline again. That level of brand loyalty falls to just 4% among passengers who describe their experience as “poor.”

Study Rankings

JetBlue Airways ranks highest in customer satisfaction in the first/business segment with a score of 738. Delta Air Lines (724) ranks second and Alaska Airlines (709) ranks third.

Delta Air Lines ranks highest in customer satisfaction in the premium economy segment for a third consecutive year, with a score of 717. JetBlue Airways (699) ranks second and Alaska Airlines (691) ranks third.

Southwest Airlines ranks highest in customer satisfaction in the economy/basic economy segment for a fourth consecutive year, with a score of 694. JetBlue Airways (663) ranks second and Delta Air Lines (662) ranks third.

The North America Airline Satisfaction Study measures passenger satisfaction with airline carriers in North America based on performance in seven core dimensions on a poor-to-perfect 6-point rating scale. Individual dimensions measured are (in alphabetical order): airline staff; digital tools; ease of travel; level of trust; on-board experience; pre/post-flight experience; and value for price paid. The study measures passenger satisfaction in three segments—first/business; premium economy, and economy/basic economy.

The 2025 study is based on responses from 10,224 passengers. Passengers needed to have flown on a major North America airline within the past month of completing a survey. The study was fielded from March 2024 through March 2025. 

For more information about the North America Airline Satisfaction Study, visit https://www.jdpower.com/business/resource/jd-power-north-america-airline-satisfaction-study.

About JD Power
JD Power is a global leader in consumer insights, advisory services, and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, JD Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 55 years. The world’s leading businesses across major industries rely on JD Power to guide their customer-facing strategies.

JD Power has offices in North America, Europe and Asia Pacific. To learn more about the company’s business offerings, visit JDPower.com/business. The JD Power auto-shopping tool can be found at JDPower.com.

Media Relations Contacts
Geno Effler, JD Power; West Coast; 714-621-6224; [email protected]
John Roderick; East Coast; 631-584-2200; [email protected] 

About JD Power and Advertising/Promotional Rules: www.jdpower.com/business/about-us/press-release-info

¹IATA March Passenger Volume, https://www.iata.org/en/pressroom/2025-releases/2025-04-30-01/ 

²The Conference Board U.S. Consumer Confidence, https://www.conference-board.org/topics/consumer-confidence 

 

Overcrowded and Overpriced Yet Enjoyable: North American Airports Defy Conventional Logic To Keep Travelers Coming Back for More, JD Power Finds

2024-09-17

jillian.breska

TROY, Mich.: 18 Sept. 2024 — More than three million¹ passengers passed through Transportation Safety Administration checkpoints at North American airports on July 7 this year, setting a record for one-day passenger volume. According to the JD Power 2024 North America Airport Satisfaction Study,^SM released today, such huge volumes of passengers—and all the traffic and rapidly rising prices that come along with them—has not stopped passengers from enjoying their time in airports, evidenced by this year’s overall airport satisfaction scores.

“Huge air travel demand has not slowed down in North America, despite the steadily rising costs of flights, ground travel, hotel rooms and pretty much anything you can buy in an airport,” said Michael Taylor, managing director of travel, hospitality and retail at JD Power. “Most travelers are still enjoying the experience. However, we are starting to see a breaking point in consumer spending, with average spend per person in the terminal declining significantly from a year ago.”

Following are some key findings of the 2024 study:

• Airports successfully navigate record passenger volumes: Despite record numbers of passengers and widespread flight cancellations and delays, 60% of North American airport passengers say they “somewhat agree” or “strongly agree” they enjoyed spending time in their airport. Another 59% say they agree that their airport helped to alleviate the stress of travel.
• Rising costs may finally be reaching a breaking point: For many years, the single lowest-scoring attribute in the study has been reasonableness of food and beverage pricing—but it has not really affected passengers’ overall satisfaction. That trend may be ending, however. On average, passengers this year spent $3.53 per person less than they did in 2023 on food, beverage and other items in the terminal. The decline is greatest among large airports where passengers have reduced their spending by an average of $6.31.
• More airports delivering on unique, local identity: One of the key performance indicators separating top-performing airports from those that passengers merely tolerate is unique décor, signage, stores and restaurants that celebrate the region. Overall, 70% of passengers agree their airport reflects a genuine sense of its city or region.
• Crowding has significant effect on airport scores: The average overall satisfaction score when airport terminals are perceived as “not at all crowded” is 736 (on a 1,000-point scale). That score plummets to 429 when terminals are perceived to be “severely crowded.” However, just 5% of passengers say they experienced severely crowded conditions in 2024.

Study Rankings

Minneapolis-Saint Paul International Airport ranks highest in passenger satisfaction among mega airports with a score of 671. Detroit Metropolitan Wayne County Airport (643) ranks second and Phoenix Sky Harbor International Airport (633) ranks third.

John Wayne Airport, Orange County ranks highest among large airports, with a score of 687. Tampa International Airport (685) ranks second and Kansas City International Airport (683) ranks third.

Indianapolis International Airport ranks highest among medium airports for a third consecutive year, with a score of 687. Jacksonville International Airport (686) ranks second and Southwest Florida International Airport (675) ranks third.

The North America Airport Satisfaction Study, now in its 19^th year, was redesigned for 2024. Scores in this year’s study are not comparable year over year with previous-year studies. The 2024 North America Airport Satisfaction Study measures overall passenger satisfaction with mega, large and medium North American airports by examining their experience across seven core dimensions (in order of importance): ease of travel through airport; level of trust with airport; terminal facilities; airport staff; departure/to airport experience; food, beverage and retail; and arrival/from airport experience. Mega airports are defined as those with 33 million or more passengers per year; large airports with 10 to 32.9 million passengers per year; and medium airports with 4.5 to 9.9 million passengers per year.

The 2024 study is based on 26,290 completed surveys from U.S. or Canadian residents who traveled through at least one U.S. or Canadian airport and covers both departure and arrival experiences (including connecting airports) during the past 30 days. Passengers evaluated either a departing or arriving airport from their round-trip experience. The study was fielded from August 2023 through July 2024.

For more information about the North America Airport Satisfaction Study, visit http://www.jdpower.com/resource/north-america-airport-satisfaction-study.

About JD Power
JD Power is a global leader in consumer insights, advisory services, and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, JD Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 55 years. The world’s leading businesses across major industries rely on JD Power to guide their customer-facing strategies.

JD Power has offices in North America, Europe and Asia Pacific. To learn more about the company’s business offerings, visit JDPower.com/business. The JD Power auto-shopping tool can be found at JDPower.com.

Media Relations Contacts
Geno Effler, JD Power; West Coast; 714-621-6224; [email protected]
John Roderick; East Coast; 631-584-2200; [email protected]

About JD Power and Advertising/Promotional Rules: www.jdpower.com/business/about-us/press-release-info

¹“TSA Readies for Busiest Labor Day Travel Period on Record,” Transportation Safety Administration, Aug. 21, 2024 https://www.tsa.gov/news/press/releases/2024/08/21/tsa-readies-busiest-labor-day-travel-period-record-provides-top

 

Rental Car Customer Loyalty Hinges on Trust, JD Power Finds

2024-10-08

jillian.breska

TROY, Mich.: 9 Oct. 2024 — Customers who give their rental car companies the highest scores for trust are also most likely to reuse that brand for their next rental. However, according to the JD Power 2024 North America Rental Car Satisfaction Study,^SM released today, overly complicated vehicles, problems experienced during the rental car experience and the inability to choose a specific vehicle can negatively affect trust, thereby damaging customer loyalty. Overall, just more than half (53%) of rental car customers say it was very easy to operate the features and amenities in their vehicle, an issue rental car companies will need to start addressing as in-car technologies grow increasingly complex.¹

“When customers feel that a company is genuinely focused on their needs and provides a seamless experience, they are more likely to trust that brand and choose it repeatedly,” said Azari Jones, rental car practice lead at JD Power. “Trust fosters loyalty, enhances the company’s reputation and differentiates it in a competitive market. This leads to higher customer retention and positive word-of-mouth. Without this trust, even a well-known brand may struggle to maintain long-term relationships with customers.”

Study Ranking

National ranks highest in overall customer satisfaction with a score of 736. Enterprise (729) ranks second and Sixt (708) ranks third. Overall customer satisfaction for the industry is 688.

The JD Power North America Rental Car Satisfaction Study has been redesigned for 2024. Scores are not comparable year over year with previous studies. The study examines customer experience with rental car companies in North America across seven core dimensions (in order of importance): ease of rental; pick-up/drop-off; level of trust; vehicle; staff; value for price paid; and digital tools. It is based on responses gathered from 8,379 business and leisure travelers who rented a vehicle at an airport location during the past year. The study was fielded from August 2023 through July 2024.

For more information about the North America Rental Car Satisfaction Study, visit https://www.jdpower.com/resource/north-america-rental-car-satisfaction-study.

About JD Power
JD Power is a global leader in consumer insights, advisory services, and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, JD Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 55 years. The world’s leading businesses across major industries rely on JD Power to guide their customer-facing strategies.

JD Power has offices in North America, Europe and Asia Pacific. To learn more about the company’s business offerings, visit JDPower.com/business. The JD Power auto-shopping tool can be found at JDPower.com.

Media Relations Contacts
Geno Effler, JD Power; West Coast; 714-621-6224; [email protected]
John Roderick; East Coast; 631-584-2200; [email protected]

About JD Power and Advertising/Promotional Rules: www.jdpower.com/business/about-us/press-release-info

¹JD Power 2024 U.S. Tech Experience Index (TXI) Study^SM

 

Hotel Management Companies Drive Significantly Better Guest Experiences, JD Power Finds

2024-09-03

jillian.breska

TROY, Mich.: 4 Sept. 2024 — The secret to a great branded hotel stay may be in an aspect that guests do not often realize: the third-party management company operating the hotel, which creates consistent, pleasurable and problem-free guest experiences. According to the JD Power 2024 North America Third-Party Hotel Management Guest Satisfaction Benchmark,^SM released today, overall guest satisfaction with branded hotels run by the nation’s largest third-party management companies improves significantly this year, outperforming both chain-managed and independently operated hotels.

“Third-party management companies operating branded hotels are really firing on all cylinders by consistently delivering well-maintained buildings, cleaner guest rooms and an overall better guest experience than those seen among independently operated branded properties and even chain-managed properties,” said Andrea Stokes, hospitality practice lead at JD Power. “What is most noteworthy is that the largest third-party hotel operators are delivering an improved level of staff service even as higher room rates are pushing guest expectations higher.”

Following are some of the key findings of the 2024 benchmark:

• Overall satisfaction rises significantly year over year: Overall guest satisfaction with hotels run by third-party management companies is 683 (on a 1,000-point scale), up 8 points from a year ago. The year-over-year improvement is driven primarily by improvements in satisfaction with cleanliness of guest rooms; maintenance and upkeep of the hotel; and hotel staff responsiveness to guest questions and requests.
• Improved guest experience offsets higher prices: Although guests at branded hotels say they are paying more for their rooms this year, overall improvement in perceived value for price for the largest third-party managed hotels has risen 6 points, on average, from 2023. This indicates that guests perceive these hotels provide good value for quality and service received.
• Faster front desk service and improved staff responsiveness: Across all operational areas in the benchmark, staff service achieves the highest guest scores. Satisfaction with staff service has increased year over year, driven by significantly higher scores for front desk staff efficiency and responsiveness to guest questions or concerns.

Benchmark Ranking

Davidson Hospitality Group ranks highest in overall guest satisfaction for a third consecutive year, with a score of 735. HEI Hotels and Resorts (705) ranks second and White Lodging (704) ranks third.

The North America Third-Party Hotel Management Guest Satisfaction Benchmark, now in its fifth year, evaluates guest satisfaction with branded hotels that are operated by the largest third-party management companies. It is based on six factors (in alphabetical order): communications and connectivity; food and beverage; guest room; hotel facilities; staff service; and value for price. The benchmark includes third-party hotel operators with more than 14,000 branded hotel rooms under management and is based on 4,907 guest responses for branded hotel stays from May 2023 through May 2024.

For more information about the North America Third-Party Hotel Management Guest Satisfaction Benchmark, visit https://www.jdpower.com/business/third-party-hotel-management-guest-satisfaction-benchmark.

About JD Power
JD Power is a global leader in consumer insights, advisory services, and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, JD Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 55 years. The world’s leading businesses across major industries rely on JD Power to guide their customer-facing strategies.

JD Power has offices in North America, Europe and Asia Pacific. To learn more about the company’s business offerings, visit JDPower.com/business. The JD Power auto-shopping tool can be found at JDPower.com.

Media Relations Contacts
Geno Effler, JD Power; West Coast; 714-621-6224; [email protected]
John Roderick; East Coast; 631-584-2200; [email protected]

About JD Power and Advertising/Promotional Rules: www.jdpower.com/business/about-us/press-release-info

 

Top-Performing Airlines Set Themselves Apart with Friendly Staff, JD Power Finds

2024-05-02

jillian.breska

TROY, Mich.: 8 May 2024 — With domestic air passenger volume up 9.4% year over year¹ and seemingly no end in sight to crowded gates, stuffed overhead bins and expensive fares,² airlines have their hands full trying to maintain customer satisfaction. According to the JD Power 2024 North America Airline Satisfaction Study,^SM released today, big investments by airlines in staff training and efforts to improve the overall flight experience with friendly, attentive service are helping some airlines deliver great customer experiences—despite the crowds.

“There are many aspects to the overall air travel experience that airlines cannot control, but one area in which they can profoundly influence is the positive effect that airline staff has on passengers,” said Michael Taylor, senior managing director of travel, hospitality, retail and customer service. “The big takeaway from this year’s study is the power of people to positively influence the overall flight experience. Airlines that are investing in staff training and recruitment are finding ways to overcome the negative effects of crowded gates and planes simply by being nice to their customers.”

Following are some key findings of the 2024 study:

• Passengers just want it to be easy and get there safely: With airfares still high following the pandemic lull in air travel, one might expect fares to play a larger role in passenger satisfaction, but the two biggest factors driving overall airline customer satisfaction are ease of travel and trust. While things like value for price paid are important, it is more important to passengers just to have a seamless flight.
• Media coverage has major influence on trust scores: The level of trust airline passengers have in their airline is correlated to media coverage about that airline. Overall satisfaction scores for trust are 400 points lower (on a 1,000-point scale) among passengers who saw negative news coverage of an airline’s performance in the past year.
• Investments in people pay off for top-performing carriers: The top-performing carriers in this year’s study—Southwest Airlines and Delta Air Lines—have made substantial investments in the people side of their business. These efforts are paying off in the form of significantly higher scores in all areas where interpersonal interactions can make a difference.

Study Rankings

Delta Air Lines ranks highest in customer satisfaction in the first/business segment with a score of 743. JetBlue Airways (736) ranks second.

Delta Air Lines ranks highest in customer satisfaction in the premium economy segment for a second consecutive year, with a score of 716. Alaska Airlines (687) ranks second and American Airlines (684) ranks third.

Southwest Airlines ranks highest in customer satisfaction in the economy/basic economy segment for a third consecutive year, with a score of 685. Delta Air Lines (651) ranks second and Allegiant Air (633) ranks third.

The North America Airline Satisfaction Study was redesigned for 2024. It measures passenger satisfaction with airline carriers in North America based on performance in seven core dimensions on a poor-to-perfect 6-point rating scale. Individual dimensions measured are (in alphabetical order): airline staff; digital tools; ease of travel; level of trust; on-board experience; pre/post-flight experience; and value for price paid. The study measures passenger satisfaction in three segments—first/business, premium economy and economy/basic economy. The 2024 study is based on responses from 9,582 passengers. Passengers needed to have flown on a major North America airline within the past month of completing a survey. The study was fielded from March 2023 through March 2024.

For more information about the North America Airline Satisfaction Study, visit https://www.jdpower.com/business/resource/jd-power-north-america-airline-satisfaction-study.

About JD Power
JD Power is a global leader in consumer insights, advisory services, and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, JD Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 55 years. The world’s leading businesses across major industries rely on JD Power to guide their customer-facing strategies.

JD Power has offices in North America, Europe and Asia Pacific. To learn more about the company’s business offerings, visit JDPower.com/business. The JD Power auto-shopping tool can be found at JDPower.com.

Media Relations Contacts
Geno Effler, JD Power; West Coast; 714-621-6224; [email protected]
John Roderick; East Coast; 631-584-2200; [email protected]

About JD Power and Advertising/Promotional Rules: www.jdpower.com/business/about-us/press-release-info

¹IATA “Passenger Demand Up 21.5% in February,” April 2024 https://www.iata.org/en/pressroom/2024-releases/2024-04-04-01/
²Federal Reserve of St. Louis, “Consumer Price Index for All Urban Consumers: Airline Fares in U.S. City Average March 2024 https://fred.stlouisfed.org/series/CUSR0000SETG01

 

Hotel Hiring Spree Pays Dividends in Customer Satisfaction, JD Power Finds

2023-07-24

jillian.breska

TROY, Mich.: 26 July 2023 — With average U.S. hotel occupancy on track to reach 63.8% in 2023,¹ just shy of the pre-pandemic level of 65.9%, business and leisure travelers are packing into hotels throughout North America for a second consecutive year. Hotels have risen to the challenge by ratcheting up staffing and doubling down on customer service. According to the JD Power 2023 North America Hotel Guest Satisfaction Index (NAGSI) Study,^SM released today, staff service garners the highest level of satisfaction among all guest experience factors measured. Driven in large part by a hiring surge in the leisure and hospitality sector during the past 12 months, new and returning hospitality workers are providing a generally positive hotel stay experience.

“Hotel hiring continues to increase, and leisure and hospitality is the ‘rock star’ among industries reported in monthly U.S. Bureau of Labor Statistics employment figures,” said Andrea Stokes, hospitality practice lead at JD Power. “This boost in hotel staffing is showing up in the form of high customer satisfaction scores. Staff service is now the highest-scoring factor in this study across all hotel segments from economy to luxury, underscoring the critical role that frontline staff play in defining the guest experience.”

Following are additional key findings of the 2023 study:

• High scores for hotel staff linked to low problem incidence: Overall satisfaction with hotel staff is 701 (on a 1,000-point scale), making it the single highest-scoring factor in this year’s study. Hotel staff play a key role in avoiding and resolving problems, with 86% of hotel guests saying they experienced no problems during their stay.
• Creating a perfect lobby: Guests’ experience with hotel lobbies/common areas can positively affect overall satisfaction, but it plays out differently in various hotel segments. Among luxury hotel guests, for example, it is important to have a lobby that is modern and unique. In upscale hotels, particularly upscale extended stay hotels, guests are looking for a lobby that is welcoming and inviting.
• Value remains crucial to satisfaction: Value for price paid given quality and service received is still top of mind for hotel guests. Overall satisfaction among guests who rate the value for price paid of their guest room as excellent or perfect (on a scale of poor to perfect) is 302 points higher than among guests who do not.

Study Rankings

The following hotel brands rank highest in guest satisfaction in their respective segments:
Luxury: Waldorf Astoria (788) 
Upper Upscale: Hard Rock Hotels (723) for a third consecutive year and Margaritaville Hotels & Resorts (723), in a tie
Upscale: Cambria Hotels & Suites (738)

Upscale Extended Stay: Hyatt House (729) (for a second consecutive year)
Upper Midscale: Trademark Collection by Wyndham (762)

Upper Midscale/Midscale Extended Stay: Home2 Suites by Hilton (681)
Midscale: Tru by Hilton (708)
Economy: Americas Best Value Inn (637) and Microtel by Wyndham (637) in a tie

Economy Extended Stay: WoodSpring Suites (609)

The North America Hotel Guest Satisfaction Index (NAGSI) Study was redesigned for 2023. Now in its 27th year, the study measures overall customer satisfaction based on performance in six factors (in alphabetical order): communications and connectivity; food and beverage; guest room; hotel facility; staff service; and value for price. The study benchmarks the performance of 102 brands across nine market segments and is based on responses from 33,754 hotel guests for stays between May 2022 and May 2023.

For more information about the North America Hotel Guest Satisfaction Index (NAGSI) Study, visit https://www.jdpower.com/resource/jd-power-north-america-hotel-guest-satisfaction-index-study.

About JD Power
JD Power is a global leader in consumer insights, advisory services and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, JD Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 50 years. The world’s leading businesses across major industries rely on JD Power to guide their customer-facing strategies.

JD Power has offices in North America, Europe and Asia Pacific. To learn more about the company’s business offerings, visit JDPower.com/business. The JD Power auto shopping tool can be found at JDPower.com.

Media Relations Contacts
Geno Effler, JD Power; West Coast; 714-621-6224; [email protected]
John Roderick; East Coast; 631-584-2200; [email protected]

About JD Power and Advertising/Promotional Rules: www.jdpower.com/business/about-us/press-release-info

¹American Hotel & Lodging Association Hotel Occupancy https://www.ahla.com/sites/default/files/SOTI_report_Oxford_Data_Occupancy.pdf

 

Third-Party Hotel Management Companies Facing Higher Guest Expectations as Room Rates Increase, JD Power Finds

2022-09-14

jillian.breska

TROY, Mich.: 15 Sept. 2022 — With average daily room rates at hotels in North America now averaging nearly $150—roughly 15% higher than pre-pandemic levels,¹—hotel guests have become more critical than ever of the décor, amenities and food and beverage options provided by the world’s largest third-party hotel management companies. According to the JD Power 2022 North America Third-Party Hotel Management Guest Satisfaction Benchmark,^SM released today, customer satisfaction declines 4 points (on a 1,000-point scale) this year, as higher prices drive increased scrutiny.

“It is no secret that many of the major hospitality companies have put off upgrades and deferred maintenance while they were in survival mode during the pandemic,” said Andrea Stokes, hospitality practice lead at JD Power. “Now, however, as demand has climbed above pre-pandemic levels and consumers are paying record rates for hotel rooms, expectations are rising rapidly. Now is the time for hotel operators to invest in the maintenance and renovations that improve quality in the eyes of guests.”

Following are additional key findings of the 2022 study:

• Overall satisfaction declines as bar gets higher: On average, overall guest satisfaction among the largest third-party management companies is 837 this year, which is down 4 points from a year ago. The decline is driven by lower satisfaction with room cost and fees; décor/furnishings of guest room; and variety of food and beverage.
• Busy front desk staff carrying heavy load: Guest satisfaction with front desk staff increases slightly this year, with these personnel earning high marks for speed of check-in, courtesy and knowledge. However, prior to reaching the front desk, fewer than half of hotel guests (48%) indicate being greeted by staff, which is down 10 percentage points from 2021.
• Bringing true hospitality back: Beyond investments in maintenance, fixtures and furnishing updates, service training for staff is an area in which third-party management companies can have an immediate positive effect on the guest experience. When guests say hotel staff makes them feel like a valued guest, overall satisfaction scores are 139 points higher. When staff shows concern for guest needs or warm, sincere treatment, satisfaction scores rise 135 points.

Benchmark Ranking

Davidson Hospitality Group ranks highest in overall customer satisfaction, with a score of 875. Atrium Hospitality (870) ranks second and Crestline Hotels & Resorts (856) ranks third.

The North America Third-Party Hotel Management Guest Satisfaction Benchmark, now in its third year, evaluates guest satisfaction with branded hotels that are operated by the largest third-party management companies. It is based on six factors (in alphabetical order): arrival/departure; cost and fees; food and beverage; guest room; hotel facilities; and services and amenities. The benchmark includes third-party hotel operators with more than 14,000 rooms under management and is based on 3,804 guest responses for branded hotel stays from May 2021 through May 2022.

For more information about the JD Power North America Third-Party Hotel Management Guest Satisfaction Benchmark, visit https://www.jdpower.com/business/travel-and-hospitality/third-party-hotel-management-guest-satisfaction-benchmark.

About JD Power
JD Power is a global leader in consumer insights, advisory services and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, JD Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 50 years. The world’s leading businesses across major industries rely on JD Power to guide their customer-facing strategies.

JD Power has offices in North America, Europe and Asia Pacific. To learn more about the company’s business offerings, visit JDPower.com/business. The JD Power auto shopping tool can be found at JDPower.com.

Media Relations Contacts
Geno Effler, JD Power; West Coast; 714-621-6224; [email protected]
John Roderick; East Coast; 631-584-2200; [email protected]

About JD Power and Advertising/Promotional Rules: www.jdpower.com/business/about-us/press-release-info

¹STR Market Recovery Monitor, June 2022

 

Fewer Flights, More Crowded Terminals Negatively Affecting Customer Satisfaction, JD Power Finds

2022-09-21

jillian.breska

Air traveler satisfaction with North American airports reached an all-time high in 2021 when passenger volumes were still just a fraction of the historical norm. Now, as global passenger volume ticks back up to 91% of pre-pandemic levels[1] and labor shortages have caused a record number of flight cancellations,[2] those sky-high satisfaction scores have once again fallen down to Earth. According to the JD Power 2022 North America Airport Satisfaction Study,^SM released today, overall satisfaction is down 25 points (on a 1,000-point scale) this year as travelers encounter fewer flights, more crowded terminals and sparse food and beverage offerings.

“The combination of pent-up demand for air travel, the nationwide labor shortage and steadily rising prices on everything from jet fuel to a bottle of water have created a scenario in which airports are extremely crowded and passengers are increasingly frustrated—and it is likely to continue through 2023,” said Michael Taylor, travel intelligence lead at JD Power. “In some ways, this is a return to normal as larger crowds at airports tend to make travelers more frazzled, but in cases where parking lots are over capacity, gates are standing room only and restaurants and bars are not even open to offer some reprieve, it is clear that increased capacity in airports can’t come soon enough.”

Following are some key findings of the 2022 study:

• Crowds back to pre-pandemic levels: Overall customer satisfaction with North American airports falls 25 points to 777 this year amid rampant flight cancellations and crowded terminals. More than half (58%) of airport travelers describe the airport terminal as severely or moderately crowded, nearly in line with 2019 when 59% of travelers said their airport was severely/moderately crowded.
• Inflation hits the airport: Nearly one-fourth (24%) of travelers say they did not make any food or beverage purchases at the airport because they were too expensive. That’s up from 20% in 2021 and 23% in 2019. Similarly, traveler satisfaction with the reasonableness of food and beverage pricing declines this year.
• Nowhere to park: Some big declines in traveler satisfaction this year are found in the parking lot, where a shortage of space has caused satisfaction with surface parking lots to decline 45 points from 2021. Meanwhile, 14% of travelers say parking was more expensive than they expected, up from 12% in 2021 and 11% in 2019.

Study Rankings

Minneapolis-Saint Paul International Airport ranks highest in passenger satisfaction among mega airports with a score of 800. San Francisco International Airport (796) ranks second while Detroit Metropolitan Wayne County Airport (791) and John F. Kennedy International Airport (791) each rank third in a tie.

Tampa International Airport ranks highest among large airports with a score of 846. John Wayne Airport, Orange County (826) ranks second and Dallas Love Field (825) ranks third.

Indianapolis International Airport ranks highest among medium airports with a score of 842. Pittsburgh International Airport (839) ranks second while Jacksonville International Airport (826) and Southwest Florida International Airport (826) each rank third in a tie.

The 2022 North America Airport Satisfaction Study measures overall traveler satisfaction with mega, large and medium North American airports by examining six factors (in order of importance): terminal facilities; airport arrival/departure; baggage claim; security check; check-in/baggage check; and food, beverage and retail. Mega airports are defined as those with 33 million or more passengers per year; large airports with 10 to 32.9 million passengers per year; and medium airports with 4.5 to 9.9 million passengers per year.

Now in its 17th year, the study is based on 26,529 completed surveys from U.S. or Canadian residents who traveled through at least one U.S. or Canadian airport and covers both departure and arrival experiences (including connecting airports) during the past 30 days. Travelers evaluated either a departing or arriving airport from their round-trip experience. The study was fielded from August 2021 through July 2022.

For more information about the North America Airport Satisfaction Study, visit http://www.jdpower.com/resource/north-america-airport-satisfaction-study.

About JD Power
JD Power is a global leader in consumer insights, advisory services and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, JD Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 50 years. The world’s leading businesses across major industries rely on JD Power to guide their customer-facing strategies.

JD Power has offices in North America, Europe and Asia Pacific. To learn more about the company’s business offerings, visit JDPower.com/business. The JD Power auto shopping tool can be found at JDPower.com.

Media Relations Contacts
Geno Effler, JD Power; West Coast; 714-621-6224; [email protected]
John Roderick; East Coast; 631-584-2200; [email protected]

About JD Power and Advertising/Promotional Rules: www.jdpower.com/business/about-us/press-release-info

¹IATA, July Passenger Demand Remains Strong, Sept. 7, 2022 https://www.iata.org/en/pressroom/2022-releases/2022-09-07-02/
²Transportation Department’s Bureau of Transportation Statistics