A new J.D. Power and Associates study of customer satisfaction with North American airlines underscores some of the risks that accompany the benefits of merging two carriers or charging for the first checked bag. It also highlights the price airlines could pay for having surly employees, particularly with its most potentially influential customers. The 2011 North American Airline Satisfaction Study by J.D. Power—which, like Aviation Week, is owned by The McGraw-Hill Companies—is based on ...


You must have an Aviation Week Intelligence Network (AWIN) account or subscribe to this Market Briefing to access "J.D. Power: Bag Fees, Mergers Impact Customer Satisfaction".


Current Aviation Week Intelligence Network (AWIN) enterprise and individual members: please go to http://awin.aviationweek.com for access.


Not currently a subscriber? Click on the "Learn More" button below to view subscription offers.

Already registered? here.