MONTREAL — Canada’s two biggest airlines scored below average for customer satisfaction among major North American carriers, according to a new survey, part of a trend of growing passenger frustration across the industry.
A global pilot shortage has fostered problems in North America, partly explaining why fewer planes ply the skies compared with four years ago. "Because of that high demand, ticket prices are significantly higher, and they've been going higher for the past two, two-and-a-half years or so. For the vast majority of travellers, that's the key factor in satisfaction," he said.
The sparser flight boards at many airports also stem from a de facto division of the country by the two main players: Air Canada and WestJet, which share roughly 80 per cent of the domestic market.
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