Airline Differentiation


To understand how the major players in the airline industry are differentiation themselves. How are airlines standing out as differentiators? What do consumers care about when it comes to differentiation?

Early Findings

  • The J.D. Power 2019 North America Airline Satisfaction Study found that customers in North America are more satisfied with their airline experiences in 2019.
  • Investments in reservation and check in technology has improved customer satisfaction. Improvements to the pre-flight experience is important to consumers.
  • Consumer complaints include the food quality, seatback entertainment and Wi-Fi.
  • The 2019 Global Passenger Survey, found that passenger priorities when choosing an airline include; innovation, a seamless journey, and streamlining baggage handling.
  • The top rated US airlines from best to the worst are; Alaska Airlines, Delta Air Lines, SkyWest Airlines, Spirit Airlines, ExpressJet Airlines, Hawaiian Airlines, United Airlines, JetBlue, Southwest Airlines, American Airlines, Envoy Air, and Frontier Airlines.

Proposed next steps:

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