Airline Paradox: Why being on-time doesn’t mean being great – TNMT
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In 2024, 22% of all U.S. flights were delayed, sparking an analysis by TNMT on traveler satisfaction versus on-time performance (OTP). Using 15,000 Tripadvisor reviews for top U.S. and European airlines, TNMT found no clear link between high OTP and traveler happiness. Notably, "Pleasers" like Southwest Airlines, with 78% OTP, still scored high in comfort and crew friendliness. In the U.S., legacy carriers showed a correlation between OTP and satisfaction, but in Europe, more punctuality often led to lower satisfaction.
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