2010 U.S. Consumers' Choice of Commercial Airlines


May 13, 2010
132 Pages - SKU: MC2679327
License type:
Table of Contents Related Reports Detailed Contents
Please note that Table of Contents numbering has been standardized and may not match numbering within the publication.


1: Research Objectives Method Details Demographic Profile
1.1: Research Objectives
1.2: Method Details/Demographic Profile
1.2.1: Methodology
1.2.2: Sample
2: Executive Summary
Table 1: Perceptions of Best Airline Ticket Purchase Channels
Table 2: Perceptions of Best Commercial Airlines
3: Awareness
3.1: Does Recent Airline Experience Equal Top of Mind Awareness?
4: Ticket Purchases
4.1: Ticket Purchase Process
4.2: Drivers of Airline Ticket Purchases
Table 3: Perceptions of Most User Friendly Travel Web Sites(a)/ (N=369)
Table 4: Perceptions of Best Priced Travel Web Sites(a)/ (N=369)
Table 5: Perceptions of Most User Friendly Commercial Airline Web Sites(a)/ (N=475)
Table 6: Perceptions of Best Priced Commercial Airline Web Sites(a)/ (N=475)
4.3: Analyst Comments
4.4: Past Ticket Purchases
4.5: Customer Loyalty via Past Versus Future Ticket Purchases
4.6: Preferred Airlines by Vacation Only Travelers and Business Only Travelers
5: Customer Service
Table 7: Mean Scores of Customer Service Representative Ratings(a)/ (N=205)
Table 8: Perceptions of Best Customer Service(a)/ (N=205)
6: Check-in Process
Table 9: Mean Scores of Check-in Process Ratings(a)/ (N=1015)
Table 10: Mean Scores of Online Check-in Process
Table 11: Mean Scores of Curbside Check-in Process
Table 12: Mean Scores of Self Check-in Process
Table 13: Mean Scores of Traditional Check-in Process
6.1: Comparative Analysis of Airlines' Check-in Systems
Table 14: Perceptions of Overall Best Check-in Process(a)/ (N=1015)
7: In-Flight Experience
7.1: The Most Important Features of the In-Flight Experience
Table 15: Ratings of the Top Ten Airlines (Used During Most Recent Airline Travel) for Having Luggage Arrive at Destination
7.2: Analyst Comments
7.3: Stated Versus Derived Importancea/ of In-Flight Experiences
7.4: Impact of Past Flight Experience on Future Flight Plans
7.5: Future Airline Travel Plans
7.6: Perceived Positioning of Commercial Airlines
8: Frequent Flyer Programs
Table 16: Mean Scores of Ratings(a)/ (N=700)
9: Analysis of Air Traveler Groups
9.1: Profile of Vacation Travelers
Table 17: Profile of Vacation Travelers
9.2: Profile of Business and Vacation Travelers
Table 18: Profile of Business and Vacation Travelers
9.3: Profile of Business Travelers
Table 19: Profile of Business Travelers
10: Appendices
Table 20: Perception of Most User Friendly Web Site Mean Scores
Table 21: Perception of Best Price Mean Scores
Table 22: Perception of Most Friendly Web Site Mean Scores
Table 23: Drivers of Perception of Best Price
Table 24: Perceptions of Customer Service: Mean Scores
Table 25: Rating Airlines Check-in System Mean Scores
Table 26: Stated Importance of In-Flight Experience Mean Scores
 
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