AIRLINE CUSTOMER SATISFACTION IMPROVES
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.