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Customer complaints in the U.S. airline industry by category 2018

Breakdown of customer complaints in the U.S. airline industry in 2018, by category

by E. Mazareanu, last edited Mar 27, 2019
Customer complaints in the U.S. airline industry by category 2018 This statistic illustrates the number of customer complaints filed in the U.S. airline industry in 2018, ranked by category. In that year, 1,907 complaints were registered regarding reservations, ticketing and boarding issues.
Airlines customer satisfaction

Air travel experience has a lot of potential for improvement; parameters like on-time performance, baggage handling or lower airfares, followed by the growth of in-flight connectivity services, showed positive development on the North American airline satisfaction index . Airlines are making positive efforts in providing a more smooth air travel experience, e.g. fewer passengers are denied boarding and are becoming more connected in order to ease their travel.

The consolidation of connected technologies, like the Internet of Things (IoT), are reshaping the air travel experience, as airlines are becoming more and more interested in the potential these technologies have. Over the coming years, the majority of airlines will undertake trials for new technologies, like wearable devices or even artificial intelligence, according to a survey from the International Air Transport Association (IATA); in addition, beacon deployment at some airports worldwide is well under way.

The air transport industry expects a positive feedback for these efforts, as customer satisfaction has a major part in an airline’s brand perception. The main driver of change will be the passengers’ willingness to use contextual communication via internet-enabled devices throughout their journey.
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Breakdown of customer complaints in the U.S. airline industry in 2018, by category

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