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Customer satisfaction down with airlines like WestJet and Air Canada: survey

By Caitlin Snow May 11, 2023 | 6:00 AM

Colin Brown / CC

Many Canadians are now taking to the skies, but, according to a new poll by J.D. Power, customer satisfaction is down with major North American airlines.

The main factor seems to be the price of tickets.

Travel intelligence lead Michael Taylor says if the current pattern of price hikes, staffing shortages and reduced routes continues, it could damage an airline’s brand.

WestJet ranked 5th and Air Canada ranked 8th in overall satisfaction, in Economy class. As for first-class passengers, satisfaction is quite high.

One thing that has improved, is food and drink, up 12 points on the satisfaction scale.




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