Survey Results: Are You Satisfied with the Airlines’ Response to the Coronavirus Outbreak?

by Sara Williams

A couple of days ago we asked our readers if they were satisfied with the travel industry’s response to the coronavirus outbreak. In particular, we asked what their experience was with having change fees or cancellation fees waived, or getting a full refund from an airline or hotel.

A survey by J.D. Power showed that most people are satisfied. (See the original article below.) The results of our survey showed the same. Most people said their expectations had been either met or exceeded.

Here Are the Results:

On getting a change fee waived:

  • 33% Said that their expectations were met.
  • 20% Said that their expectations were exceeded.
  • 47% Said their expectations were not met at all.

On getting a cancellation fee waived:

  • 23% Said that their expectations were met.
  • 15% Said that their expectations were exceeded.
  • 62% Said their expectations were not met at all.

On getting a full refund for a flight or hotel stay:

  • 23% Said that their expectations were met.
  • 23% Said that their expectations were exceeded.
  • 54% Said their expectations were not met at all.

Original Post and Survey:

The travel industry has been turned on its head during the ongoing coronavirus outbreak. Airlines have stopped many passenger flights, grounded and stored planes and prepared for the worst shutdown in history. Passengers worldwide had to cancel, or change their flights. Many are also still having to travel, either for work or to get back to their home country after traveling abroad.

A recent J.D. Power Pulse Survey showed that most travelers are satisfied with the industry’s response to the coronavirus outbreak and all the fallout that is happening.

coronavirus outbreak industry response graph

Courtesy of the J.D. Power Pulse Survey

60% of travelers agree hoteliers, cruise lines and airlines have demonstrated concern for the health and safety of the traveling public.

More than half of the travelers surveyed believe travel suppliers are meeting or exceeding expectations on cancellation policies.

A majority of travelers (65%) believe that travel suppliers have provided a good level of information about cleaning procedures.

What has your experience been? Please let us know in the survey below:

How was your experience getting your change fee waived?

View Results

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What was your experience getting your cancellation fees waived?

View Results

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What was your experience getting a full refund for a hotel stay or flight?

View Results

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More news on the coronavirus:

How Does the Coronavirus Spread, and is Takeout Safe

Everything We Know About the Coronavirus Stimulus Payments

The responses below are not provided or commissioned by the bank advertiser. Responses have not been reviewed, approved or otherwise endorsed by the bank advertiser. It is not the bank advertiser's responsibility to ensure all posts and/or questions are answered.

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