Pursuits
Fliers Accept Fees as Airlines’ Consumer Rating Improves
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North American airlines earned their highest rating for passenger satisfaction since 2006, before the advent of baggage fees, in a survey showing the value of smiling employees, onboard Wi-Fi and mobile applications.
Customers reported better experiences with both segments of the industry, the traditional full-service carriers such as Delta Air Lines Inc. and low-cost competitors including JetBlue Airways Corp., market researcher J.D. Power & Associates said today in its 2013 North America Airline Satisfaction Study.