Customer satisfaction remains mixed
Passenger satisfaction with the flight experience varied between airlines in 2022. While average satisfaction with airlines fell slightly from 76 percent in 2021 to 75 percent in 2022, individual airlines were able to increase their levels of passenger satisfaction. Low-cost carrier Jet Blue stood out as an example of positive development in 2022, increasing satisfaction by two percentage points to 79 percent. This was the highest level of satisfaction among major airlines across the U.S. Low-cost carriers could also be found among the airlines with the least satisfied customers. Frontier and Spirit Airlines respectively recorded 66 and 63 percent satisfaction levels, a decrease from 2021.Most complaints lodged by air passengers in the U.S. were related to refunds. Meanwhile, flight problems, which relate to cancellations, delays, and misconnections, accounted for about 13 percent of complaints, as the on-time arrival performance of U.S. airlines decreased slightly in 2021 to an average of 81.19 percent, and data up to the end of November 2022 showed a further decrease that year.