JetBlue, South­west and Alaska Lead in Pas­sen­ger Sat­is­fac­tion

Business Traveler (USA) - - UPFRONT -

Over­all air­line pas­sen­ger sat­is­fac­tion is up 4.2 per­cent com­pared to 2015, ac­cord­ing to the lat­est Amer­i­can Cus­tomer Sat­is­fac­tion In­dex sur­vey. How­ever, even with a score of 75 on a 100-point scale, air­lines still re­main in the bot­tom third of in­dus­tries that are be­ing tracked by the sur­vey.

An anal­y­sis of thou­sands of cus­tomer in­ter­views found the air­line with the high­est sat­is­fac­tion is JetBlue with an ACSI score of 82, a 2 per­cent im­prove­ment over last year. South­west came in sec­ond with an 80, un­changed from last year and Alaska Air­lines was next, up 1 per­cent to 78. Among legacy car­ri­ers, Amer­i­can’s score rose 6 per­cent and Delta was up 7 per­cent to tie at 76 – a record-high for Amer­i­can and the best score for Delta in more than two decades. United edged up 3 per­cent to a score of 70.

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