J.D. Power Japan released the results of ‘airline customer satisfaction survey 2023’ targeting Japanese domestic flight users, based on five criteria of ‘flight crew,’ ‘in-flight service and facility,’ ‘check-in and airport handling,’ ‘booking’ and ‘airfare.’
The most-satisfied airline is Star Flyer (729 points) winning the highest scores in ‘in-flight service and facility,’ ‘check-in and airport handling’ and ‘booking,’ followed by Skymark (715 points), ANA (709 points) and JAL (705 points). The average point is 701 points.
The most-affected factor to customer satisfaction is ‘flight crew’ with the ratio of 27%, followed by ‘in-flight service and facility’ with 22%, ‘check-in and airport handling’ with 21%, ‘booking’ with 15% and ‘airfare’ with 14%.
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Regarding online check-in, the most-used check-in system is ‘automatic check-in kiosk’ at an airport with the ration of 42%, followed by online check-in with 35% and check-in at a counter with 23%. The ration of online check-in is 30 to 40% regardless of generations.
Customer satisfaction generally lowers when they experience flight delay, and in case of ‘due to a mechanical problem,’ the customer satisfaction rate is 61 lower points than the average. In addition, the ratio of users who intend to use the same airline is 41%.
Regarding an in-flight free Wi-Fi service, about 30% of users have used it, but 44% have had troubles with slow speed or disconnection.
