NEW YORK, Jan. 8, 2020 /PRNewswire/ -- With almost 83
million passengers flying on U.S. and Foreign airlines serving
the United States, it's no wonder
that sentiments toward airline customer service has declined. In
fact, a new ValuePenguin.com survey found that 56% of Americans who
flew on an airplane in the past 12 months say airline customer
service is declining
Furthermore, millennial passengers are more likely than
Generation Xers and baby boomers to complain about airline service
issues and are twice as likely to issue a formal complaint about
their flying experience. According to our survey:
- Millennials complain the most: Airing a complaint on
social media (Facebook, Twitter, Snapchat and LinkedIn) is more
common among this generation than other generations, and the lack
of response or untimely responses by airlines only fuel millennial
negativity regarding airline customer service.
- Customer satisfaction is going down: Even though more
than 96% of respondents were at least somewhat satisfied by their
most recent flight, nearly 56% of flyers said they think airline
customer service is declining. Millennials and men felt the
strongest about this.
- Flyers are speaking out: Almost 45% of Americans who
flew in the past year said they issued a complaint against an
airline.
- Some airlines are perceived worse than others: When
discussing specific airlines' customer service, respondents rated
American Airlines and Southwest as the best and Spirit Airlines as
the worst.
- Flyers expect the worst from budget airlines: The mantra
"you get what you pay for" is something that travelers believe.
Even still, 36% of millennials felt that budget airlines treat
passengers poorly, and that they have a right to complain.
To view the full report, visit:
https://www.valuepenguin.com/millennials-twice-likely-boomers-complain-about-airline-service
ValuePenguin commissioned Qualtrics to conduct an online survey
of 657 Americans who flew on an airplane in the past 12 months. The
survey was fielded Oct. 1-3 and
Nov. 18-19, 2019.
About ValuePenguin.com: ValuePenguin.com, part of
LendingTree (NASDAQ: TREE), is a personal finance website that
conducts in-depth research and provides objective analysis to help
guide consumers to the best financial decisions. ValuePenguin
focuses on value, assessing whether the return of a particular
decision is worth the cost or risk of that option, and how this
stacks up with the other possible choices they may have. For more
information, please visit www.valuepenguin.com, like our Facebook
page or follow us on Twitter @ValuePenguin.
Media Contact:
Nadia
Gonzalez (Ms.)
(704) 943-8034
Nadia.Gonzalez@lendingtree.com
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SOURCE ValuePenguin.com