Airline apps can provide incredible value for passengers if done right. Actions should be quick and straightforward — from selecting seats to tracking the status of checked baggage to even upgrading your flight.
However, if an app feature simply opened up the mobile version of the airline’s website within the app, that’s a frustrating user experience (i.e. American Airlines). The app also needs to be full featured yet not cluttered and tricky to navigate (i.e. United Airlines).
J.D. Power has its latest survey out with how the airline apps rank. JetBlue took the top spot with American way at the bottom.
Interestingly, all the airline apps score substantially lower in customer satisfaction than apps in the banking, credit card and insurance industries, among others.
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