"Despite the economic stresses that airlines are under, they are recognizing the value of passengers' time and trying to make air travel more expedient and efficient," said Haines. "Unfortunately, any improvements in customer satisfaction are being offset by passenger displeasure with cutbacks on in-flight services, increases in fees and issues with the helpfulness and courtesy of flight crews."
The 2009 North America Airline Satisfaction Study measures customer satisfaction of both business and leisure travelers with major North American carriers. The study is based on responses from more than 12,900 passengers who flew on a major North American airline between April 2008 and May 2009 . The study was fielded between May 2008 and May 2009 .
About J.D. Power and Associates
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