US Airline Passenger Satisfaction Ratings Unchanged

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.