Air Canada passengers were outraged on Tuesday, May 28 after a system-wide outage caused major flight delays and cancellations. However, the airline still ranked in the top five North American airlines for passenger satisfaction by a recent study.
The North America Airline Satisfaction Study polled 6,000 passengers in a one-year period ending March 2019 on a number of factors that affect the overall customer experience.
Now in its fifteenth year, the study measures passenger satisfaction with airline carriers in North America based on performance in seven factors: cost and fees; in-flight services; aircraft; boarding/deplaning/baggage; flight crew; check-in; and reservation.
For the 12th year in a row, Alaska Airlines topped the airline satisfaction survey, followed by Delta Airlines and American Airlines.
Report authors cite newer planes, better ticket value, customer service, digital check-in technologies, and self-service kiosks for increased customer satisfaction, particularly among traditional carriers.
Another Canadian carrier, WestJet Airlines, ranked second in North America for low-cost carrier satisfaction; JetBlue and Southwest Airlines tied for first.
"Airlines continue to deliver on the operational side of air travel," said Michael Taylor, Travel Intelligence Lead at JD Power in a statement.
"New technology investments have dramatically improved the reservation and check-in process. Fleets are newer and travelers generally feel that they are getting great value for their money. These improvements have been most profound in the traditional carrier segment, where customer satisfaction has climbed considerably."
Top airlines in North America
1. Alaska Airlines
2. Delta Air Lines
3. American Airlines
4. Air Canada
5. United Airlines
Top low-cost carriers
1. Tie: JetBlue and Southwest Airlines
3. Spirit Airlines
4. Frontier Airlines
- With files from Relax News.
This article originally appeared here.