A recent J.D. Power survey revealed that Air Canada lags behind major North American airlines in customer satisfaction, particularly due to airfares. The airline ranked last in business and premium economy classes, and ninth in economy. WestJet fared slightly better, ranking mid-pack.
The survey highlighted that Air Canada passengers felt the value did not match the price paid, expecting more for their ticket cost. Delta Air Lines and Southwest Airlines topped the rankings, attributed to their focus on staff training and recruitment. Delta equips flight attendants with smartphones to personalize interactions, while Southwest prioritizes hiring friendly staff and encourages authentic interactions.
Air Canada disputed the findings, citing positive ratings in other rankings, and highlighted recent awards from Skytrax, Trazee Travel, Global Traveler Magazine, and the Airline Passenger Experience Association.
J.D. Power’s survey, conducted online between March 2023 and March 2024, polled 9,582 customers.
