The given charts give information on how much the USA airline clients were satisfied with travelling by air in 1999, 2000 and 2007.
Overall, it is seen that customers’ flying experience is rather positive, having significantly high rates. As for aspects affecting consumers’ opinion, the courtesy of flight attendance and check-in/gate agents account for the highest rate, whereas the lowest one is the comfort of seats. All listed aspects demonstrated an upward trend.
Over the period, from 1999 to 2007, the number of satisfied users of American Airlines gradually rose, having 65 % at the start and reaching 72% in 2007. On the other hand, airlines managed to lower the number of unsatisfied customers from 32% in 1999 to 24% in 2007.
Among all aspects that consumers appreciate most was the polite behaviour of stewards and agents at check-in/gates, with 88% in 1999 for flight attendants, growing to 92% in 2007, and 87% for agents at gates, which increased by a tiny 1 %. Additionally, buyer satisfaction with ticket prices went up considerably, changing from 45% to 79%. Customers’ experience with the comfort of seats was introduced in 2007 and initially, it received almost half of flyers appreciation (at 47%).