Survey finds 42% of travelers believe airline service has gotten worse in past 5 years

Posted on

For Immediate Release
Monday, February 22, 2016
For information contact:
Steve Glenn, Phone: 402.458.9849

Survey finds 42% of travelers believe airline service has gotten worse in past 5 years

Only 17% believe airline service has Improved

A new survey of business travelers authored by Executive Travel recently asked, “How would you rate the current service levels provided by the airlines today compared with 5 years ago?”. Over 42% of the 853 travelers surveyed the week of February 15, 2016 reported that airline service was worse (37%) or much worse (5%) in the last 5 years. Only 17% surveyed said that airline service was better (16%) or much better (1%). 41 percent of those surveyed said airline service was about the same compared with 5 years ago.

Steve Glenn, CEO of Executive Travel commented, “ I was really surprised to see these negative numbers as I personally feel the airlines have seen a dramatic positive change in culture as well as service. This must frustrate the heck out of the airlines as they have spent billions updating their technology, improving on-time arrival, and the onboard experience. It appears the majority of travelers (83%) feel that airline service has not improved in the last 5 years.”

On the same survey, participants were asked “How would you rate the overall airport experience today (checking in, parking, security lines, food service, etc.) compared with 5 years ago?” 34% surveyed said the airport experience as worse (28%) or much worse (6%). Another 34% said that the airport service was the same and an almost identical 32% saying the airport experience was better (29%) or much better (3%).

Glenn Observed, “Travelers opinions are split down the middle on the question of if the airport experience is getting better. This survey also has me scratching my head as I see how the lines at check-in are much smaller with the implementation of kiosks, etc. Perhaps the one overriding frustration continues to be the long security-check lines. I personally feel the airports have seen a dramatic improvement in services, food service and retail opportunities. I actually have started to embrace a longer layover at some connecting hub airports to enjoy a nice meal.

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Information about Executive Travel:

Executive Travel, founded in 1986, is one of the largest and fastest growing travel management companies in the U.S. The company has been a pioneer in online travel reservations and implementing the virtual workplace.. Inc. magazine ranked Executive Travel as the fastest growing Travel Management Company in its 33nd annual Inc. 500|5000, an exclusive ranking of the nation’s fastest-growing private companies. Executive Travel has been on the prestigious list for three consecutive years.

Executive Travel specializes in helping companies implement comprehensive travel management programs that lower the total cost of corporate travel. Using state of the art technology combined with aggressive management systems Executive Travel has been able to enjoy strong growth throughout its 30 year history.

Executive Travel is an affiliate of BCD Travel. BCD Travel operates in more than 90 countries and is the world’s third-largest travel management company. Combining global strength with local service, BCD Travel offers an integrated technology infrastructure that provides intelligent analysis of travel data, allowing corporations to maximize the return on their travel investment.