Canada’s two biggest airlines scored below average for customer satisfaction among major North American carriers, according to a new survey, part of a trend of growing passenger frustration across the industry.
Conducted by J.D. Power, the poll found Air Canada and WestJet fell below the average customer satisfaction figure of 782 on a 1,000-point scale for economy class service. WestJet notched 777 to edge out Air Canada, which scored 765.
Pricier fares, crowded planes and fewer flight options are behind the frustration—but demand remains strong nonetheless—said Michael Taylor, managing director of travel, hospitality and retail at the Michigan-based consumer analytics company….