It seemed undesirable
at first but airlines are slowly managing to convince an increasing number of
travelers to pay newly introduced baggage fees. The topic was very debatable at
first and a strong outcry came from the travelers. However, now the baggage
fees have become a routine part of the airline business and travelers are
finding satisfaction with the decision to know that their baggage will be
safely returned to them. The North American airlines played a very unhealthy
role in customer satisfaction last year. The newly introduced baggage fees has
increased their customer satisfaction to a record high of 712 on a 1,000-point
scale which is devised by the globally renowned customer satisfaction and
marketing information services providers J.D. Power and Associates. The report
shows that a general increase in customer satisfaction in the airline business
can be noticed this year.
The increase in
customer satisfaction comes despite the fact that higher fares and additional
fees have been introduced this year. The airline industry appears to be heading
toward a new boom this year as growth can be observed in the business and an
overall healthy report can be relayed from rising stock prices. Renowned
business website bidnessetc.com has thoroughly examined the reasons behind the
success the airline industry is enjoying this year. For a better look visit
bidnessetc.com and get better insights at the airline industry, especially if
you are an investor.
Customer satisfaction
is an important part of any business model. The airline industry realized this
fact soon after it hit the mainstream and the common started to use air travel
regularly. The introduction of refined and attractive services aboard flights
and high-tech security measures at airport were decisions made to increase
customer satisfaction. Nowadays, every airline is trying to best their
competition with better customer satisfaction, while maintaining a business
model for providing only necessary services in order to maximize profits. The
general customer satisfaction noticed this year does not suggest that customers
are now more satisfied, but simply that they are now less satisfied.
The American airline
industry is the most affected by customer satisfaction, which is why the
greatest improvement was noticed with them. The report by J.D. Power showed
that JetBlue Airways led the customer satisfaction charts with 789 points, but
Southwest airline were breathing down their necks at 778. JetBlue led the table
despite the fact that they allow one free checked bag and Southwest permits
two. The US Airways, which made quite a lot of noise in December last year when
it merged with American Airlines to become the world’s largest airline
business, were last on the chart. Nonetheless, they recorded the most
improvement among the whole lot. Their total stood at 655 points.
The report concluded
that customer satisfaction in the airline business would continue to increase.
The report suggested that the increase in customer satisfaction started in
2010, after the baggage fees were introduced. Each year more and more travelers
accept checked-bag fees as an acceptable charge. This has impacted the stock
price of the company such as American Airline Group Inc.
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