Many Americans are not familiar with Alaska Airlines, but the airline tops customer satisfaction ratings among those who are familiar.
The US airline industry has experienced numerous disruptions over the past few months due to severe winter storms, system outages, and difficulty with staffing. With flight cancellations surpassing pre-pandemic levels, many travelers may be thinking about switching airlines. To identify which airlines travelers rate highest, Verasight interviewed 2,920 about their experiences with 8 American airlines.
While brands like Delta, American, and United topped the list for brand familiarity and airline use, the figure above shows that Alaska Airlines is the standout brand for customer satisfaction, perhaps due in part to their investments in infrastructure, like planes with streaming wifi capacity. These findings illustrate the importance of high quality market research that examines multiple facets of brand awareness, brand loyalty, and brand use in addition to customer satisfaction.