AIR­LINE CUS­TOMER SAT­IS­FAC­TION IM­PROVES

Business Traveler (USA) - - UPFRONT -

Air­line pas­sen­ger sat­is­fac­tion is up 4.2 per­cent com­pared to a year ago, 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 tracked by the sur­vey.

Ac­cord­ing to the re­sult of thou­sands of cus­tomer in­ter­views, the best air­lines are JetBlue, Southwest and Alaska. JetBlue leads the in­dus­try with an ACSI score of 82, a 2 per­cent im­prove­ment over last year, edg­ing ahead of sec­ond­place Southwest, which is un­changed at 80. Alaska Air­lines is 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 record­high for Amer­i­can and the best score for Delta Air Lines in more than two decades. United Air­lines is the low­est-scor­ing legacy air­line, de­spite edg­ing up 3 per­cent to 70.

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