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Air Canada Named Top Airline in Customer Loyalty

February 20, 2015

Air Canada has been named the leading airline in customer loyalty, according to Brand Keys 2015 Customer Loyalty Engagement Index.

The 19th annual survey, conducted by independent marketing research firm, Brand Keys, measures a brand's ability to meet customers' expectations better than the competition, according to Air Canada.

"In a marketplace where consumers are looking to be delighted, Air Canada has been better able to deliver against the very high expectations flyers hold for the Airline category," Robert Passikoff, president of Brand Keys, said in a statement. “Air Canada's ability to better address customers' emotional values has resulted in increased levels of customer engagement and loyalty. Brands able to do that generally see the highest levels of loyalty and positive behavior over the next 12 to 18 months.” 

For the 2015 index, Brand Keys surveyed more than 36,000 U.S. and Canadian consumers, ages 18 to 65, and examined 540 brands in 64 categories to measure the degrees of loyalty that consumers exhibit toward their favorite brands.