Summary
Overview of Travel App & Website Satisfaction
J.D. Power has highlighted the excellence of travel websites and apps in their 2023 U.S. Travel App & Website Satisfaction Study. Frequent travelers often encounter frustrations when using poorly designed platforms during their journeys. Fortunately, many travel companies have enhanced their technology, significantly improving user experience and earning recognition for their advances.
Top Airlines Recognized
This year, the study revealed that the top three airlines providing exceptional customer satisfaction in the travel app category were Alaska Airlines, Southwest Airlines, and JetBlue Airways. Notably, these three airlines also ranked among the top choices for their respective websites.
According to J.D. Power’s Managing Director of Travel, Hospitality, and Retail, “Travel apps and websites are unique because they are most frequently used when travelers are experiencing some level of stress, like when they are in travel mode, juggling bags, watching the clock, or trying to navigate an unfamiliar place.”
Hotel App Rankings
In the hotel sector, World of Hyatt emerged as the industry leader, with Choice Hotels and Hilton Honors following closely behind in the rankings for travel apps.
Rental Car Company Rankings
The rental car category saw National, Alamo, and Enterprise consistently ranking as the top three in both app and website satisfaction. It is interesting to note that all of these companies fall under the same parent organization, Enterprise Holdings.
Impact of Technology on Travel Experience
Alaska Airlines, which achieved the highest rating for both its app and website, attributes its success to the technology that facilitates smoother navigation for passengers. Natalie Bowman, Alaska Airlines’ Managing Director of Product & Digital Experiences, stated, “Alaskaair.com and the Alaska Airlines mobile app are essential tools that allow us to care for our guests throughout their journey. We are happy to hear that they value the effort and investment we’ve put into both, and we look forward to continuing to identify new ways to maintain our number one ranking in the industry.”
Moreover, as apps have evolved, they have become indispensable resources for travelers at airports and hotels, assisting with exploring new destinations and discovering local attractions. Consequently, travelers now rely heavily on mobile technology to enhance their overall travel experience.
