March 27, 2024

71% of Americans Satisfied with Their Air Travel Experience

“Air Travelers in America” survey shows strides industry has made


Airlines for America (A4A) is pleased to announce the results of its latest annual survey, conducted by Ipsos in January 2024. The report collects vital statistics about air travel and consumer preferences.

“The results of this year’s survey show that a significant majority of Americans continue to enjoy commercial air travel and that efforts carriers have made to improve the customer experience through their mobile apps are paying off,” said A4A Vice President and Chief Economist John Heimlich.

“Americans are using websites and apps to purchase airfare online, and most prefer using the airline’s own website or mobile app to do so. Travelers are also using mobile devices and apps more than ever before to check in for trips and as boarding passes,” said Annaleise Lohr, Research Director at Ipsos.

2024 KEY FINDINGS:

As air travel has become safer and more accessible, more Americans have taken to the skies.


  • Nearly 90% of Americans have flown commercially, with adults aged 25-39 having had the highest propensity to fly in 2023.

  • More than two-thirds of Americans with household incomes under $50,000 have flown.


The vast majority of passengers were satisfied with their air travel experience in 2023.

  • Only 3% reported being “very dissatisfied.”

Satisfaction

Overall, when choosing which flight to take, price and schedule remain the dominant considerations.

  • More than half ranked price their top consideration.

  • Seat comfort, Wi-Fi and food service are lesser considerations.

Considerations

Flyers are taking advantage of the investments carriers have made in their mobile apps and IT systems for a speedier, touch-free customer experience.

  • In 2023, 88% of American travelers checked in electronically, up 11 points from 2019.

  • More than half of flyers check in using their mobile device.

  • Almost two-thirds of flyers use their mobile device to board the aircraft, up 22 points from 2018.

Boarding Pass




Copyright 2024 Airlines for America (A4A). All rights reserved. From https://www.airlines.org.

To view all articles, check out the Internet Travel Monitor Archive

PLAY VIDEO
Play Video