Canada’s two biggest airlines scored below average for customer satisfaction among major North American carriers, according to a new survey, part of a trend of growing passenger frustration across the industry.
Conducted by J.D. Power, the poll found Air Canada and WestJet fell below the average customer satisfaction figure of 782 on a 1,000-point scale for economy class service. WestJet notched 777 to edge out Air Canada, which scored 765.
A global pilot shortage has fostered problems in North America, partly explaining why fewer planes ply the skies compared with four years ago. Meanwhile, the surge in leisure travel after two years under border restrictions and COVID-19 health concerns has pushed prices north. The drawn-out uproar prompted the federal government to table an overhaul to Canada's passenger rights charter last month in an effort to tighten compensation loopholes and toughen penalties.
The sparser flight boards at many airports also stem from a de facto division of the country by the two main players: Air Canada and WestJet, which share roughly 80 per cent of the domestic market. The survey Wednesday ranked airlines in three separate categories: first class and business class, premium economy, and economy and basic economy. In the first two groups, Air Canada placed fifth of six.
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Customer satisfaction with Air Canada, WestJet falls below average: SurveyA new survey ranks Canada's two biggest airlines below the average for customer satisfaction among major North American carriers.
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Customer satisfaction with Air Canada, WestJet falls below average: SurveyA new survey ranks Canada\u0027s two biggest airlines below the average for customer satisfaction among major North American carriers.
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Customer satisfaction with Air Canada, WestJet falls below average: Survey - BNN BloombergA new survey ranks Canada’s two biggest airlines below the average for customer satisfaction among major North American carriers.
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