Passenger satisfaction with flying falls in the UK

Passenger satisfaction with flying falls in the UK

Overall satisfaction with flying has fallen, according to new figures published by the UK Civil Aviation Authority (CAA).

Passenger satisfaction with flying falls in the UK

The percentage of consumers who were satisfied with the overall travel experience during their last flight dropped from 90% in the first iteration of the survey to 83% in the most recent snapshot.

The latest UK Aviation Consumer Survey finds that passengers are particularly unhappy with how airports and airlines respond to disruption and delay.

In-flight experience

One of the key identified drivers of consumer satisfaction is their experience on-board the plane. CAA analysis shows this element of the journey has the strongest impact on levels of satisfaction compared to other aspects.

The survey found that passengers are typically less satisfied with the in-flight experience than other aspects of flying. What’s more, consumers have become less satisfied with their experience on-board since the survey began, with 81% satisfied in Spring 2016, compared to 77% in the latest research.

Making improvements

The analysis also suggests that the aviation industry is working to improve how it deals with dissatisfaction.

For example:

  • Consumers are now more confident of fair treatment should things go wrong (50% of consumers feel they  will be treated fairly should things go wrong, up six percentage points from Autumn 2017).
  • Satisfaction with complaint handling is at its highest recorded level, with 64% of those consumers who made a complaint happy with the process – up from 53% in the fourth survey and 50% in the third.

Tim Johnson, Director at the UK Civil Aviation Authority, said: “Although satisfaction remains high at 83%, our last two surveys have shown a reduction from 90%.

“Delays and disruption can be caused by a range of different factors. Some of these are within the control of airlines, and some are not.  Whatever the cause, these delays can be frustrating for passengers.  We expect airlines to always provide prompt and accurate information and if passengers are entitled to further care and compensation, this should be provided without delay.”

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