People love to complain about airlines, even as airline service is improving dramatically.
In 2016, carriers invested billions in new facilities, new aircraft, improved employee compensation and better operations. And in May, a J.D. Power survey showed that customer satisfaction had reached a 10-year high.
“The airlines are clearly listening to their passengers and are taking action,” the firm said. “As a result, we see satisfaction rising across all touch points of the passenger experience.”
Airlines have long believed that the best way to keep passengers happy is to operate on-time flights. That cuts back on missed connections, lost bags and late arrivals — the most common sources of unhappiness.
But in the end, no matter how much investment you make, it still falls on line employees to make airline travel come out right.
Not to say they’re always successful, but many employees try every day. In this story, the top airline service moments of …