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Airline passenger experience in U.S. - statistics & facts

Due to the coronavirus pandemic, the number of people traveling on airplanes in the U.S. decreased by almost 60 percent in 2020 but slightly recovered to 632.4 million in 2021. The on-time arrival performance of U.S. airlines decreased in 2021 to an average of 81.19 percent, while Spirit Airlines had the highest rate of complaints per 100,000 enplanements.

Customers come first

As passenger demand is expected to take a toll in the coming years after the coronavirus pandemic, airlines will have to provide a more digitally-led end-to-end passenger experience to meet the social-distanced regulations. Since one of the main wishes expressed by air passengers is being notified about their bags collection, U.S.-based airlines are adopting new technologies to improve and further automate how they handle and track bags. Contrary to this, the rate of bags lost by U.S.-based airlines increased: the rate of mishandled bags per 1,000 passengers was up to 5.1 in 2021.

Technology at U.S. airports

Due to the ubiquity of smartphones in our everyday lives, the airline industry is tapping into the area of the Internet of Things (IoT). In 2011, Delta Air Lines was the first company to provide a “Track My Bag” service on their mobile app, allowing passengers to check the status of their bag. American Airlines and U.S. Airways followed suit in 2015 and began offering this free service, too. In line with these improvements made to connect customers, Miami Airport is one of the first airports to implement the so-called iBeacon technology: More than 500 Bluetooth data beacons were installed all over its terminals to connect customers. The fast improvements made in the area of biometrics technologies endow the airline industry with the potential to provide a more personalized passenger experience, by using singular physical or behavioral features for passengers’ identification.

Interesting statistics

In the following 5 chapters, you will quickly find the 22 most important statistics relating to "Airline passenger experience in the U.S.".


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