US Air­line Pas­sen­ger Sat­is­fac­tion Rat­ings Un­changed

Business Traveler (USA) - - UPFRONT -

A new na­tional study on cus­tomer sat­is­fac­tion re­veals that in 2013 the over­all air­line in­dus­try sat­is­fac­tion rat­ing has not moved com­pared to last year’s per­for­mance. Ac­cord­ing to the Amer­i­can Cus­tomer Sat­is­fac­tion In­dex, an an­nual study of con­sumer sat­is­fac­tion, air­lines re­ceived a com­bined score of 69 on a 1-to-100 scale, the same as the 2012 score.

Jet­Blue was the high­es­tranked air­line for a third straight year, with a score of 79, ac­cord­ing to the in­dex. Among legacy air­lines, Delta gained 4 per­cent to a CSI score of 71. Be­hind Delta, Amer­i­can and US Air­ways each scored gains over last year, with an in­dex read­ing of 66, and United saw a 3 per­cent de­cline to come in with a 60.

The ASCI sur­vey of 7,445 trav­el­ers in­ter­viewed by tele­phone and e-mail.

In con­trast, the 23-yearold Air­line Qual­ity Rat­ing in­dus­try score for 2013 shows an in­dus­try that im­proved in over­all per­for­mance qual­ity over the pre­vi­ous year. As an in­dus­try, per­for­mance in 2013 was bet­ter than the pre­vi­ous two years.

How­ever de­clines were seen in two of the four per­for­mance ar­eas, on-time ar­rival per­cent­age and mis­han­dled bag­gage. In the plus col­umn, in­vol­un­tary de­nied board­ings im­proved and con­sumer com­plaint dropped.

The Air­line Qual­ity Re­port is pro­duced jointly by Dr. Dean Headley, pro­fes­sor at Wi­chita State Univer­sity and Dr. Brent Bowen, Dean of the Col­lege of Avi­a­tion at Em­bry-Rid­dle Aero­nau­ti­cal Univer­sity in Prescott, AZ, based on data drawn from US Depart­ment of Trans­porta­tion sta­tis­tics.

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