Air Canada (AC) and WestJet have scored below average for customer satisfaction among major North American airlines, according to a new survey by J.D. Power.
The poll found that Air Canada and WestJet fell below the average customer satisfaction figure of 782 on a 1,000-point scale for economy class service.
WestJet scored 777 to beat Air Canada, which scored 765 in the survey.
Pricier fares, crowded airplanes and fewer flights have led to growing frustration among consumers who travel with Air Canada and WestJet, according to J.D. Power.
The J.D. Power survey reinforces discontent among Canadian air travelers. The airline complaints backlog at the Canadian Transportation Agency stood at about 45,000 as of late April, more than triple the number a year earlier.
Many cases at the Canadian Transportation Agency revolve around compensation claims after flight delays and cancellations. It’s taking an average of 18 months to resolve each complaint.
The ongoing dissatisfaction with Canada’s airlines prompted the federal government in Ottawa to introduce a new “Passenger Bill of Rights” in April that toughens penalties on the airlines.
Both Calgary-based WestJet and Montreal-based Air Canada have cutback on their airline routes across Canada coming out of the Covid-19 pandemic.
Air Canada’s stock has increased 2% in the last 12 months to trade at $21.42 per share. WestJet is privately held, and its stock is not traded on a public exchange.
