The study’s
9582 participants ranked North American airlines from poor to perfect on a six-point scale. The study used seven “core dimensions” to determine where the flights ranked. Those dimensions are as follows:
- Airline Staff
- Digital Tools
- Ease of Travel
- Level of Trust
- On-Board Experience
- Pre/Post-Flight Experience
- Value For Price Paid
Overall, the two flight attributes that proved to be the most important to passengers were level of trust and ease of travel. While passengers would still appreciate some value, simply having a convenient, trouble-free flight takes top priority.
Negative press could clearly sway public opinion, too. The study found that on a 1000-point scale, airlines that had negative media coverage in the past year scored a whopping 400 points lower than those that did not.
The study was separated by flight class, with sections for economy, premium economy, and business/first class; this helps ensure people get the best idea possible about the quality of their particular flight. If you’re eager to discover what folk’s favorite flights are, check out the results listed below.
The Best Airlines For Economy and Basic Economy Flights
Economy and basic economy may not be the most luxurious, but they’re arguably the most important—after all, nearly
80 percent of travelers use this class when flying. Southwest Airlines leads this group with 685 points, followed by Delta Air Lines with 651 points. Frontier Airlines, scoring 472, is at the bottom rung.