JetBlue, Southwest and Alaska Lead in Passenger Satisfaction
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.