Air Canada, WestJet still ranking low on customer satisfaction, study shows
Despite some improvements since last year, Air Canada and WestJet continue to place near the bottom of the list for customer satisfaction among top North American airlines in a newly released survey.
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
Global News
3 hours ago
- Global News
Manitoba Opposition Tories agree to speed passage of free trade bill before summer
Manitoba politicians reached a deal to speed passage of a free trade bill Monday, hours before the legislature was to break for the summer. More than 30 other bills were also set to be approved on the last day of the spring sitting. The trade bill, based on a deal with Ontario, would remove trade and labour barriers for some goods and services between Manitoba and other jurisdictions that pass similar laws. Other provinces have recently joined the effort, as part of a national plan to boost the economy and respond to tariffs imposed by the United States. The NDP government wanted the bill passed quickly, without public hearings that are normally mandatory in Manitoba, in time for July 1. The Opposition Progressive Conservatives initially rejected demands to quickly approve the bill and unsuccessfully proposed amendments they said would have broadened it. One Tory proposal would have reduced the number of provincial Crown corporations exempt from freer trade requirements. It was rejected by the NDP. Story continues below advertisement Tory Leader Obby Khan had also hoped for a compromise that would have seen the NDP agree to pass some Tory bills in exchange for fast-tracking the trade bill. He didn't get that promise, but agreed to pass the trade bill anyway. 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 'These are unprecedented times we are facing,' Khan told reporters Monday. 'Regardless of your political stripe, we must stand shoulder to shoulder against (U.S. President Donald) Trump's tariffs and for a stronger Canada.' Among the dozens of other bills headed to final approval Monday night was one to enact tax changes announced in the spring budget, including a change to personal income taxes that will no longer raise tax brackets in line with inflation. Another bill would add gender expression to the human rights code — a move that would include protections for people to be called by their preferred pronouns. The bill, similar to laws already in place in most other provinces, met with a mixture of praise and opposition at public hearings. Yet another bill would change highway traffic laws to impose new minimum distances for drivers to maintain when coming across snowplows and emergency vehicles. A change to the Public Health Act would eliminate the option of putting people with communicable diseases in jail, and divert them to a hospital or other health facility instead. Story continues below advertisement The Public School Act was amended to expand school nutrition programs across the province. 'We're incredibly proud of the work that we've done,' NDP house leader Nahanni Fontaine said. The government did not get all of its legislative agenda passed, however. The Tories used their right under house rules to hold back five bills for further debate when the legislature reconvenes in the fall. One bill includes several proposed changes to observances at schools. O Canada would have to be sung daily, and a little-used provision that required God Save the King to be played would be eliminated. The Tories said the bill would remove the royal anthem as an optional patriotic observance. Another bill held back until fall would lower political donation limits and require political parties to have a code of conduct for election advertising. A third bill would forbid liquor licences in urban convenience stores and gas stations — a move the Tories say will affect small businesses and customer choice in the few locations where such licences have been issued. The fall legislature sitting is scheduled to start Oct. 1.
Global News
3 hours ago
- Global News
B.C. woman launches petition for ‘lemon law' after vehicle buyback
A B.C. woman has launched an online petition for British Columbia to adopt a 'lemon law' after her recent experience with a new vehicle. 'I want to make the process easier for British Columbians to get their money back if they buy a defective vehicle,' Nicole Pajak told Consumer Matters. Back in February 2023, the North Vancouver resident purchased a new 2023 Volkswagen all-electric ID.4. S he says it was her dream vehicle until she started having problems. 'The windows were rolling down instead of up, the infotainment blacked out, and flickering interior lights,' said Pajak. She says one of the most persistent problems was a break pedal squeak. However, the most serious issue Pajak says was when on multiple occasions her young son couldn't exit the back of the vehicle because the rear doors failed to open. 'He had to climb through the front seat because we couldn't open the back doors,' she said. Story continues below advertisement 2:37 Consumer Matters: B.C. car dealers call for help to offset U.S. tariffs Pajak estimates she made close to 58 trips to the dealership and her vehicle was in the auto shop for almost 90 days. 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 Since Canada does not have a formal 'lemon law', Pajak turned to the Canadian Motor Vehicle Arbitration Plan also known as CAMVAP, which tries to resolve disputes between consumers and manufacturers. Eventually, a CAMVAP arbitrator awarded Pajak a buyback, but Pajak says going through the process was exhausting. 'I'm not a lawyer, but I had to become my own advocate,' said Pajak, adding, 'The burden of proof is heavily on the consumer.' Now she's advocating for a 'lemon law' similar to the one in Quebec – the first of its kind in Canada. Quebec's 'lemon law' legislation passed in 2023 aims to protect consumers dealing with defective vehicles. Story continues below advertisement The new law means any vehicle that has experienced three unsuccessful repair attempts for the same problem in the first three years, the owner can sue to have the sale reversed or sue for their damages. 'With this provision, you can use just your calendar and show that the vehicle was off the road for 30 days or there were three repair attempts. Usually, a work order is evidence enough so it makes the case much easier,' George Iny director of the non-profit Automobile Protection Association told Global News. Is Quebec's 'lemon law' working for consumers? Iny says the law is in its early stages. 'Since the law is still new, we don't know if the carmakers are going to settle before they go to court. Up to now, they are acting like the law doesn't exist for the most part,' said Iny. 2:56 Consumer Matters: Ford customer recall frustration Meantime, when asked if B.C. would adopt similar consumer protection legislation to Quebec, B.C.'s Attorney General Niki Sharma says it's under review. Story continues below advertisement 'I'm reviewing that right now about strengthening our rules related to that. We have a few priorities we are working on with respect to consumer protection, but it's always good to know what other provinces are doing,' said Sharma. CAMVAP told Consumer Matters that disputes about software issues cannot be arbitrated and stated there are no specific changes being considered at this time for software issues. Pajak says that leaves EV owners vulnerable and better legislation is needed to reflect the growing shift toward electric vehicles. Consumers interested in signing Pajak's online petition for a lemon law can go to this website.
Winnipeg Free Press
4 hours ago
- Winnipeg Free Press
Premiers, PM talk about ‘generational change' after high-stakes meeting
SASKATOON — Manitoba Premier Wab Kinew said the nation-building projects discussed by the premiers and Prime Minister Mark Carney on Monday present a 'generational opportunity for Canadians,' especially those who live in poorer communities. Provincial and territorial leaders sat down with Carney in Saskatoon and each premier was armed with wish lists of major projects they hope the federal government will deem to be in the national interest, then fast-track for approval. 'The point is to build the certainty, the stability and the ambition that builders need to catalyze enormous investment — investment to make Canada into an energy superpower,' Carney said at the closing news conference. Premier of Manitoba Wab Kinew, left to right, Prime Minister Mark Carney, Minister of Intergovernmental Affairs of Canada Dominic LeBlanc, Premier of Québec François Legault, Premier of New Brunswick Susan Holt, and Premier of the Northwest Territories R.J. Simpson during the First Minister's Meeting in Saskatoon on Monday, June 2, 2025. (Liam Richards / The Canadian Press) Ontario Premier Doug Ford said the gathering was the 'best' they have had in the last decade — a light jab at former prime minister Justin Trudeau, who frequently had frosty relations with the group, especially prairie premiers looking to build out the energy sector. Ford said the premiers, and the whole country along with them, stand united as Canada comes under attack from U.S. President Donald Trump's tariffs — even as some in the group scrapped over pipeline politics. While the group mulled over a number of potential natural resource and infrastructure developments in private, they did not release a final list. 'Nothing was carved in stone at this meeting,' Ford said, adding he had no expectations the prime minster would approve specific projects at the meeting. 'I described him today as Santa Claus. He's coming and his sled was full of all sorts of stuff. Now he's taking off back to the North Pole and he's going to sort it out and he's going to call us.' The federal Liberals have yet to reveal in Parliament their promised legislation to speed up approvals for select projects to a maximum of two years. That could be tabled as early as this week. When he was pressed on the lack of specifics after the meeting, Carney said he could name lots of examples of contenders. He rattled off a list that included the Grays Bay Road and Port, which would connect southern Canada to the Arctic by road, along with the Ring of Fire mining project in northern Ontario. Notably, he mentioned the Pathways Alliance oilsands project, though he did not commit to any. Carney said the group would refine what should count as priority projects over the summer and touted that as 'private proponents become aware of the opportunity here, we're going to see more projects coming forward.' He said the upcoming federal legislation will also mandate meaningful consultation with Indigenous Peoples, including in which projects get picked and how they are developed. Alberta Premier Danielle Smith went into the meeting warning that any list that doesn't include new pipelines would send a bad message to her province. She left the meeting on a positive note, saying it's up to political leaders to find a proponent for a new pipeline and that she's willing to give this process a chance. Premier of Saskatchewan Scott Moe, left to right, Premier of Manitoba Wab Kinew, and Premier of Newfoundland and Labrador John Hogan during to the First Minister's Meeting in Saskatoon on Monday, June 2, 2025. (Liam Richards / The Canadian Press) 'I'm encouraged by the immediate change of tone that we've seen from recent months,' she said. 'When we hear the prime minster talking about being an energy superpower, we haven't heard that language for some time.' Before the meeting, Kinew was asked how confident he was that one of his pet projects — modernizing the Port of Churchill — would get the green light from Ottawa. 'We need to get our natural resources in Canada to tidewater. I think, in time, you'll see that Hudson Bay is probably the most tenable course towards hitting international tide waters.' He was asked about the challenges of building a heavy-traffic rail line to the northern port. 'We have tidewater. We've got communities who are ready to engage in northern Manitoba to bring these natural resources to market. So let's use the private sector to figure out the engineering, the best route and how to energize the Western Canadian engine that's going to power the Canadian economy,' he said. In April, Kinew and Nunavut Premier P.J. Akeeagok signed a statement to work together to push for an energy corridor to the North. Akeeagok said Monday he sees the potential to strengthen Canada's sovereignty and the North, for a change. 'The infrastructure gap between north and south is something that, I think, we're all taking note of, and that this is our moment as a country where we're unified around wanting to see us prosper and to become stronger and very much look forward to seeing actual infrastructure built to ensure that our communities are healthy,' Nunavut's premier said. When asked how he'd like to see fellow premiers react if their projects don't make the cut, Kinew used a hockey metaphor. 'This is Team Canada and it doesn't matter if you're the first shift for the initial puck drop or if you're there killing the penalties. At the end of the day, everyone's going to have their time on ice and everyone's going to have a role in building up this great country,' he said. On the issue of Chinese tariffs on Canadian agriculture and seafood products, the prime minister said he plans to work urgently to have them removed. Carney called it a top priority and said Ottawa is speaking with Chinese officials at the ministerial level. Premier of Manitoba Wab Kinew speaks to media prior to the First Minister's Meeting in Saskatoon on Monday, June 2, 2025. (Liam Richards / The Canadian Press) A statement released after the meeting said premiers want Canada's trading relationship with China to improve. Beijing imposed retaliatory tariffs of 100 per cent on Canadian canola oil and meal, peas and seafood after Ottawa slapped levies on Chinese-made electric vehicles, steel and aluminum. Saskatchewan Premier Scott Moe has said China's tariffs threaten his province's canola industry. Wednesdays Columnist Jen Zoratti looks at what's next in arts, life and pop culture. Kinew agreed it's a major priority for Manitoba. 'I think it speaks to the fact that we're trying to solve this complex, multi-variable equation: We have the Trump administration on one side and then we have an ascendant People's Republic of China on the other side,' he said. 'I think that this meeting here today of the first ministers… is an important step forward for us being able to have that showdown with China, have that showdown with the Trump administration and make sure that you and your jobs come out on top.' — with files from The Canadian Press Carol SandersLegislature reporter Carol Sanders is a reporter at the Free Press legislature bureau. The former general assignment reporter and copy editor joined the paper in 1997. Read more about Carol. Every piece of reporting Carol produces is reviewed by an editing team before it is posted online or published in print — part of the Free Press's tradition, since 1872, of producing reliable independent journalism. Read more about Free Press's history and mandate, and learn how our newsroom operates. Our newsroom depends on a growing audience of readers to power our journalism. If you are not a paid reader, please consider becoming a subscriber. Our newsroom depends on its audience of readers to power our journalism. Thank you for your support.
