In a recent customer satisfaction survey conducted by J.D. Power, Air Canada was ranked lower than most of its North American counterparts. The survey, which polled 9,582 customers from March 2023 to March 2024, placed Air Canada at the bottom in both business class and premium economy categories. Furthermore, in the economy class segment, Air Canada only managed to surpass Spirit Airlines and Frontier Airlines, ranking ninth out of eleven.
This year’s survey highlights a stark contrast in airline customer satisfaction across the region, with Delta Air Lines and Southwest Airlines achieving the highest scores. J.D. Power’s travel division head attributed their success to significant investments in staff training and recruitment, which have evidently paid off in enhanced customer experiences.
WestJet, another Canadian carrier, showed moderately better performance, ranking fifth in premium economy and seventh in economy class. This positioning reflects a more middle-of-the-pack status but indicates room for improvement.
The J.D. Power survey evaluates several key aspects of air travel, including on-board services and ticket pricing, to provide a comprehensive measure of passenger satisfaction across different airline classes. Air Canada’s low ranking calls attention to potential areas for improvement in competing effectively in the highly competitive North American airline market.