Customer complaints in the U.S. airline industry by category 2021

This statistic illustrates the number of customer complaints filed in the U.S. airline industry in 2021, ranked by category. In that year, 49,958 complaints were registered regarding refunds. Airlines customer satisfactionAir travel experience has a lot of potential for improvement; parameters like on-time performance, baggage handling or lower airfares, followed by the growth of in-flight connectivity services, showed positive development on the North American airline satisfaction index . Airlines are making positive efforts in providing a more smooth air travel experience, e.g. fewer passengers are denied boarding and are becoming more connected in order to ease their travel. The consolidation of connected technologies, like the Internet of Things (IoT), are reshaping the air travel experience, as airlines are becoming more and more interested in the potential these technologies have. Over the coming years, the majority of airlines will undertake trials for new technologies, like wearable devices or even artificial intelligence, according to a survey from the International Air Transport Association (IATA); in addition, beacon deployment at some airports worldwide is well under way.The air transport industry expects a positive feedback for these efforts, as customer satisfaction has a major part in an airline’s brand perception. The main driver of change will be the passengers’ willingness to use contextual communication via internet-enabled devices throughout their journey.

本统计数据描绘了2021年美国航空业客户投诉的数量，按类别排序。当年，有关退款的投诉共有49,958起。航空业客户满意度方面，航空旅行体验具有极大的改进空间；如准点率、行李处理或降低机票价格等参数，以及机上互联服务的增长，均在北美航空业满意度指数上展现出积极的发展态势。航空公司正在积极努力，以提供更为流畅的航空旅行体验，例如减少拒绝登机乘客的情况，并增强乘客之间的联系，以缓解其旅行过程中的不便。物联网（IoT）等连接技术的整合正在重塑航空旅行体验，航空公司对这些技术所蕴含的潜力越来越感兴趣。根据国际航空运输协会（IATA）的调查，在未来几年内，大多数航空公司将进行新技术的试验，如可穿戴设备甚至人工智能。此外，全球一些机场的信号发射器部署工作正在进行中。航空运输业预期这些努力将获得积极的反馈，因为客户满意度在航空公司品牌认知中占据重要地位。变革的主要驱动力将是乘客愿意在其旅行过程中通过互联网设备进行情境化沟通的意愿。