Chris Sununu, head of Airlines for America, claimed on this week's Airlines Confidential podcast that 98% to 99% of passengers are "very happy." His own organization's survey contradicts that assertion.
Airlines for America commissioned Ipsos to conduct its 2025 air-traveler survey. The results show 31% of passengers were very satisfied, 41% were somewhat satisfied, 16% were neutral, 9% were somewhat dissatisfied, and 3% were very dissatisfied. Overall, 72% reported satisfaction, up from 69% in the prior year. That means 28% are not at least somewhat satisfied.
Sununu made his 99% claim while arguing against a return to economic regulation of airlines. He stated the industry needs to do a better job telling its success story. Democrats retaking Congress has made airline re-regulation a target for senators including Elizabeth Warren.
The survey findings point to specific frustrations. Passengers deal with flight changes, seat assignments, cancellations, and long waits to check bags. On-time operations, empty middle seats, and engaged employees increase satisfaction. Airlines now push passengers to spend more through premium products, loyalty programs, and credit card offerings.
The report notes that delivering on-time transportation is baseline. It is necessary but not sufficient for passenger satisfaction.