Washington, DC, February 20, 2018 —According to a recent online survey conducted by Ipsos on behalf of Airlines for America (A4A), 81 percent of Americans who have flown on an airline in 2017 report being satisfied with their overall air travel experience and for the third consecutive year, just 1 percent report being “very dissatisfied.” Of the remainder, 13 percent are “neutral,” and 4 percent are “somewhat dissatisfied.” Passengers noted particular satisfaction with ongoing advancements in the check-in process, with an average rating of 4.07 out of a possible 5, thanks to airline investments in app and website development and airport kiosks.
The online survey of more than 5,000 American adults explored who was traveling by air, why, where and how often. In addition to rating various aspects of their 2017 experience, business and personal flyers alike were asked to indicate their participation in frequent flyer and Trusted Traveler programs as well as their methods and criteria for shopping for and booking flights, getting to the airport, checking in and length of stay at destination. To view the full results of this study, please download the topline report PDF.
About the Study
These are findings from an Ipsos poll conducted January 8-17, 2018 on behalf of Airlines for America. For the survey, a sample of 5,046 adults age 18+ from the continental U.S., Alaska and Hawaii was interviewed online in English. The precision of Ipsos online polls is measured using a credibility interval. In this case, the poll has a credibility interval of ± 1.6 percentage points for all respondents, and ± 2.3 percentage points for those who flew on an airline in 2017.
The sample for this study was randomly drawn from Ipsos’s online panel, partner online panel sources, and “river” sampling, and does not rely on a population frame in the traditional sense. Ipsos uses fixed sample targets, unique to each study, in drawing sample. After a sample has been obtained from the Ipsos panel, Ipsos calibrates respondent characteristics to be representative of the U.S. Population using standard procedures such as raking-ratio adjustments. The source of these population targets is U.S. Census 2016 American Community Survey data. The sample drawn for this study reflects fixed sample targets on demographics. Post-hoc weights were made to the population characteristics on gender, age, region, race/ethnicity and income. For more information about Ipsos’ online polling methodology, please visit our Public Opinion Polling and Communication page where you can download our brochure, see our public release protocol, or contact us.
Statistical margins of error are not applicable to online polls. All sample surveys and polls may be subject to other sources of error, including, but not limited to coverage error and measurement error. Where figures do not sum to 100, this is due to the effects of rounding. Ipsos calculates a design effect (DEFF) for each study based on the variation of the weights, following the formula of Kish (1965). This study had a credibility interval adjusted for design effect of the following (n=5,046, DEFF=1.5, adjusted Confidence Interval=3.1).
For more information on this news release, please contact:
Vice President, U.S.
Ipsos Public Affairs
+1 202 420-2025
Senior Account Manager, U.S.
Ipsos Public Affairs
+1 613 793-1622
About Ipsos Public Affairs
Ipsos Public Affairs is a non-partisan, objective, survey-based research practice made up of seasoned professionals. We conduct strategic research initiatives for a diverse number of American and international organizations, based not only on public opinion research, but elite stakeholder, corporate, and media opinion research.
Ipsos has media partnerships with the most prestigious news organizations around the world. In Canada, the U.S., UK, and internationally, Ipsos Public Affairs is the media polling supplier to Reuters News, the world's leading source of intelligent information for businesses and professionals. Ipsos Public Affairs is a member of the Ipsos Group, a leading global survey-based market research company. We provide boutique-style customer service and work closely with our clients, while also undertaking global research.
Ipsos is an independent market research company controlled and managed by research professionals. Founded in France in 1975, Ipsos has grown into a worldwide research group with a strong presence in all key markets. Ipsos ranks fourth in the global research industry.
With offices in 88 countries, Ipsos delivers insightful expertise across five research specializations: brand, advertising and media; customer loyalty; marketing; public affairs research; and survey management.
Ipsos researchers assess market potential and interpret market trends. They develop and build brands. They help clients build long-term relationships with their customers. They test advertising and study audience responses to various media and they measure public opinion around the globe.
Ipsos has been listed on the Paris Stock Exchange since 1999 and generated global revenues of €1,782.7 million in 2016.