How satisfied are Americans with their flying experience?
Well, it appears that 71% report being satisfied with the progress the aviation industry is making.
Airlines for America (A4A), the trade association for major U.S. airlines, announced the results of its latest annual survey conducted by Ipsos in January 2024. This report collects key statistics on air travel and consumer preferences.
“This year's findings show that the majority of Americans continue to enjoy commercial air travel and that airlines are working to improve the customer experience through mobile apps,” said John Heimlich, vice president and chief economist at A4A. It shows that the hard work we have put in is paying off.”
Annalize Lohr, research director at Ipsos, added, “Americans are using websites and apps to buy airline tickets online, and they are buying using airlines' own websites and mobile apps. Travelers are also using mobile devices and apps more than ever to check in and board their trips. ”
Key findings include:
- As air traffic becomes safer and more accessible, more Americans are taking to the skies. Nearly 90% have flown, and adults aged 25 to 39 were the most likely to fly in 2023. More than two-thirds of Americans with household incomes below $50,000 have flown.
- The majority of passengers were satisfied with their air travel experience in 2023, with only 3% reporting being “very dissatisfied.”
- Overall, price and schedule are still the main considerations when choosing which flight to take. More than half of those ranked ranked price as their top consideration, with seating comfort, Wi-Fi, and food service being less of a consideration.
- The Flyers are leveraging the investments carriers have made in mobile apps and IT systems to create a faster, touch-free customer experience. In 2023, 88% of U.S. travelers checked in electronically, an 11-point increase from 2019, and more than half checked in using a mobile device. Almost two-thirds of travelers use a mobile device to board an aircraft, an increase of 22 points from 2018.
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