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Gulliver Business Travel
WE FLYERS are a fickle bunch. Although happier with North America's main airlines for a second consecutive year, we're still not as happy as we were before the recession, according to the J.D. Power and Associates 2011 North America Airline Satisfaction Study. The reason: high fares and fees. Indeed, passengers' satisfaction with costs on traditional network carriers dropped from 582/1000 to an all-time low of 555.
Only Air Canada and Southwest Airlines saw their scores improve in this category. The survey of 13,500 business and leisure passengers of major North American airlines concludes that many carriers raised fares as the recession ended and have since piled on new charges for food, beverages, baggage, priority boarding, seat selection, upgrades and fuel surcharges—all of which make a mockery of the advertised base fare.
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