Air Canada, WestJet still ranking low on customer satisfaction, study shows
According to the J.D. Power 2025 North America Airline Satisfaction Study, overall customer satisfaction is on the rise from the same period last year when looking at the averages from the top 11 air carriers.
However, the findings are more mixed when examining each specific airline and segment, particularly with Air Canada and WestJet.
'That is indicative of some significant problems in how these airlines handle passengers,' Air Passenger Rights president Gabor Lukacs says.
Global News requests for comment sent to both Air Canada and WestJet have yet to receive a response.
Story continues below advertisement
The study was conducted by polling more than 10,000 passengers from March 2024 to March 2025 and featured three class segments for air travel: first/business, premium economy and economy/basic. Those surveyed were asked to rate their level of satisfaction with airline staff, digital tools (check-in apps and terminals, company websites, in-flight entertainment, etc.), ease of travel, level of trust, on-board experience, pre/post-flight experience, and overall value for the price paid.
'The best airlines in our study have one thing in common: they make people feel like they're lucky to be flying and that they should be flying with this airline and then the airline is happy that they're a passenger,' JD Power airline study lead Michael Taylor says.
Get daily National news
Get the day's top news, political, economic, and current affairs headlines, delivered to your inbox once a day. Sign up for daily National newsletter Sign Up
By providing your email address, you have read and agree to Global News' Terms and Conditions and Privacy Policy
'I think that with Canadians being just as darn friendly as they are — and they are — I think both Air Canada and WestJet could leverage their people skills a little bit more, and it would help them in the rankings.'
2:02
Canadians spend 3 days trying to get home from Mexico
Customer satisfaction scores showed slight improvements for Air Canada over the past year in basic/economy travel, ranking eighth out of 11 airlines in the segment in 2025, compared with ninth place last year, as well as in the top-tiered class first/business, ranking fifth out of six airlines compared with last place in 2024.
Story continues below advertisement
Although posting a slightly lower score compared with last year in the premium economy category, Air Canada still managed to climb the rankings from last place out of seven airlines in 2024 to sixth this year.
When it comes to WestJet, customers ranked Canada's second-largest air carrier lower in customer satisfaction for its two polled classes. For basic/economy, out of 11 airlines, WestJet placed ninth this year, versus seventh a year prior, and for premium economy out of seven airlines, it was ranked in last place this year compared with fifth in 2024.
Once a publicly held company, meaning anyone could buy the company's stock and become a part-owner, in 2019, WestJet shareholders voted in favour of an offer to be acquired by Onex Corporation, which took the company private.
1:55
Cross-border traffic continues to drop as travellers face new checkpoint
The summer travel season is expected to be especially busy for Canadians looking to fly, including with WestJet, as more travellers opt to explore domestic destinations rather than venture to the United States. In fact, WestJet has suspended several routes to the U.S. amid weakening demand.
Story continues below advertisement
'Canadians are very accepting when things are wrong…. We are being perhaps too understanding with corporations,' says Lukacs, who encourages passengers to speak up if they feel they have been mistreated by an airline. 'I would recommend passengers to take cases to small claims court when there is some merit to it, and that does create some pressure because airlines have to deal with those complaints.'
In some cases, these court proceedings with airlines have led to big payouts for passengers.
Hashtags
Try Our AI Features
Explore what Daily8 AI can do for you:
Comments
No comments yet...
Related Articles
Toronto Star
10 minutes ago
- Toronto Star
WestJet passengers warned of flight delays at Pearson, other Canadian airports over ‘technical issues'
WestJet customers are experiencing delays at Toronto's Pearson Airport and other Canadian hubs due to 'technical issues' Tuesday. Pearson made the issue known to customers through a post on X. 'Please check your flight status before travelling to the airport,' the post reads.
Global News
10 minutes ago
- Global News
China adds ‘additional pressure' with new tariffs on Canadian canola
China on Tuesday announced preliminary anti-dumping duties on Canadian canola imports, a fresh escalation in the year-long trade dispute that began with Ottawa's imposition of tariffs on Chinese electric vehicle imports last August. The provisional rate will be set at 75.8 per cent, effective from Thursday, the Ministry of Commerce said in a statement. ICE November canola futures fell four per cent to a three-month low after the announcement. China, the world's largest importer of canola – also known as rapeseed – sources nearly all of its supplies of the product from Canada. The steep duties would likely all but end imports if they are maintained. 'This is huge. Who will pay a 75 per cent deposit to bring Canadian canola to China? It is like telling Canada that we don't need your canola, thank you very much,' said one Singapore-based oilseed trader. Story continues below advertisement China's Ministry of Commerce said on Tuesday an anti-dumping probe launched in September 2024 had found Canada's agricultural sector and particularly the canola industry had benefited from 'substantial' government subsidies and preferential policies. 1:49 Alberta farmers brace for China's 100% tariff on Canola oil and meals China has until September, when the investigation formally ends, to make a final decision on the duties, though it has the option of extending that deadline by six months. A final ruling could result in a different rate, or overturn Tuesday's decision. Get breaking National news For news impacting Canada and around the world, sign up for breaking news alerts delivered directly to you when they happen. Sign up for breaking National newsletter Sign Up By providing your email address, you have read and agree to Global News' Terms and Conditions and Privacy Policy The decision marks a shift from the conciliatory tone struck in June when China's Premier Li Qiang said there were no deep-seated conflicts of interest between the countries during a phone call with Canadian Prime Minister Mark Carney. 'This move… will put additional pressure on Canada's government to sort through trade frictions with China,' said Trivium China agriculture analyst Even Rogers Pay. Story continues below advertisement The Canadian embassy in Beijing did not respond to a request for comment. Separately, China also launched an anti-dumping investigation into Canadian pea starch and imposed provisional duties on imports of halogenated butyl rubber, according to ministry statements. Replacing millions of tons of Canadian canola is likely to be difficult at short notice, say analysts. China primarily uses imported canola to make animal feed for its aquaculture sector. A separate duty on Canadian canola meal imports in March has already put these supplies at risk. The move provides an opportunity for Australia, which looks set to regain access to the Chinese market with a few test cargoes this year after a years-long freeze in the trade, Pay said. Australia, the second-largest canola exporter, has been shut out of the Chinese market since 2020 due mainly to Chinese rules to stop the spread of fungal plant disease. However, even if Australian imports increase, 'fully replacing Canadian canola will be very difficult unless import demand drops sharply,' said Donatas Jankauskas, an analyst with commodity data firm CM Navigator.
Cision Canada
10 minutes ago
- Cision Canada
COSRX Brings the Best of K-Beauty to Sephora Canada. Authentic, Award-Winning Skincare Now Just a Sephora Trip Away.
TORONTO, Aug. 12, 2025 /CNW/ -- Canadian beauty lovers, your wait is over. COSRX, the award-winning Korean skincare brand loved by millions worldwide for its gentle yet effective formulas, has officially landed in all Sephora Canada stores and online (English | Français) on August 8. From viral TikTok sensations to winter skin saviors, the brand's most coveted products are now available directly from an official Sephora source, no worries about counterfeits, just 100% authentic COSRX formulas you can trust. This launch marks the first time Canadians can shop the brand's iconic Advanced Snail 96 Mucin Power Essence, The Ceramide Skin Barrier Moisturizer (hailed as one of the best moisturizers for Canadian winter) and other globally beloved products directly from Sephora shelves. A Curated Collection for Canadian Skin Concerns Whether it's braving sub-zero winds or chasing that glass-skin glow year-round, the Sephora Canada COSRX line up has you covered Advanced Snail 96 Mucin Power Essence: The TikTok-favorite that transformed millions of skincare routines. Packed with 96% snail mucin, this lightweight essence delivers deep hydration and boosts elasticity for a plump, youthful look. It works to fade dark spots, calm irritation, and strengthen the skin barrier, all while leaving your skin silky-smooth and glowing. Loved for its lightweight feel and visible results, it's a must-have in any skincare routine. The Ceramide Skin Barrier Moisturizer: A rich yet silky moisturizer that delivers deep, lasting hydration while strengthening the skin's natural barrier, helping reduce sensitivity and breakouts. Its unique, weightless texture and smooth gliding texture sets it apart from the heavy, greasy formulas often seen in traditional ceramide creams, making it the perfect base under makeup. After selling out within days of its March 2025 debut in the U.S., it is now available for the first time in Canada. Other key products to keep your eye on include: Advanced Snail 92 All In One Cream: Lightweight, all-over hydration for daily comfort. Advanced Snail Peptide Eye Cream: Brightens and hydrates the delicate under-eye area. Advanced Snail Mucin Gel Cleanser: A soft, nourishing cleanse enriched with snail mucin. The 6 Peptide Skin Booster Serum: Firming, smoothing multi-peptide complex; perfect as a first-step booster for skincare layering. The Vitamin C 23 Serum: Potent brightening for dull, uneven skin tone. The Niacinamide 15 Serum: Targets oiliness, blemishes, and uneven texture. The Retinol 0.1 Cream: Gentle, beginner-friendly retinol to refine and smooth skin. Master Patch Original Fit: Invisible hydrocolloid patches that target breakouts overnight. "We know Canadians face unique skin challenges and require solutions that work as hard in the summer heat as they do in the winter chill," said a COSRX spokesperson. "That's why we're excited to bring a curated collection that allows users to put together a personalized routine addressing everything from a radiant year-round glow to dry, dehydrated, barrier-compromised skin. And best of all, Canadian customers can shop 100% authentic COSRX products confidently - in store or online at Sephora Canada." About COSRX With its powerful yet affordable skincare solutions, COSRX has quickly become a favourite among beauty enthusiasts worldwide. Using a minimal number of highly effective ingredients in concentrated doses, COSRX products deliver visible results by giving skin only what it needs and nothing it doesn't.
