Insights

The effects of the pandemic on air travel are still being felt today with capacity issues, supply chain problems, crowded planes, and higher prices affecting satisfaction.These factors present a challenge for airlines seeking to engage and retain their customer base. Reputation management and fostering goodwill through strategic marketing and consistent messaging is now more critical than ever. A key to successfully nurturing these relationships is gaining a solid understanding of the significant role that brand image and reputation can play, as discerned from independent customer research found in the annual JD Power North America Airline Satisfaction Study.