Despite what may seem like a constant barrage of travel complaints, studies show travelers are enjoying their onboard experience more now than they have in more than a decade. The recent American Customer Satisfaction Index Travel Report points to record-breaking profits as the driving power behind airlines’ new, better onboard experiences. As ticket prices fall, consumers also perceive they’re getting a better deal for their money, making them easier to please. With more routes, more aircraft and more carriers, on-time arrivals are now more likely and cancelations are rarely a bother. “Airlines have always been one of the lowest-scoring industries in the ACSI because the in-flight experience was miserable. Historically, people were generally happy before they got on the plane. Now, that is changing. New planes, more options for in-flight entertainment and the return of free snacks have resulted in higher passenger satisfaction,” said Claes Fornell, founder and chairman, ACSI. The top airlines in passenger satisfaction according to the report are JetBlue and Southwest Airlines, tied for first place. Alaska Airlines comes in right behind them. American Airlines is on industry average. United Airlines showed its largest year-over-year improvement to date. This improvement may be due to the new complimentary snack offerings in economy class on both American Airlines and United Airlines, as well as new in-flight entertainment options. The airline with the biggest improvement is budget carrier Spirit Airlines; however, it still sits at the bottom of the list, hovering right below Frontier Airlines. “Price continues to be a primary driver for choosing an airline for the leisure traveler. Ultra-low-cost carriers have the biggest jumps in passenger satisfaction this year as perceived value increases, but they still remain at the bottom of the index. Their business model can disappoint new customers who are surprised by charges for everything from bags to snacks to seat reservations,” said David Van Amburg, managing director, ACSI. Business travelers also experience a higher level of satisfaction overall when compared to leisure travelers, thanks in part to the ability to simply expense surprise fees. Do you feel more satisfied with your in-flight experience recently? Do you find your experience more satisfying when you fly for business, compared to flying for leisure? Email us and let us know. Please include your full name and location with your email.