Annual report finds improved customer satisfaction for airlines

ANN ARBOR, Mich. (AP) — With the arrival of the summer travel season, an annual report on customer satisfaction finds airlines improving for a second straight year.

Despite rising fees and shrinking services still annoying passengers, airlines climbed three percent in the American Customer Satisfaction Index. But ACSI founder Claes Fornell (klahs for’-NEHL’) says, “They’re doing better, but their satisfaction scores are still pretty, pretty dismal.”

Discount airlines JetBlue and Southwest showed the most improvement. JetBlue rose two percent to 83 and Southwest climbed five percent to 81. Fornell says it’s largely because they have less fees than the legacy airlines.

Overall, the satisfaction index for airlines went from 66 to 69 on a 100-point scale, near the bottom of all industries measured in the ACSI. Only subscription TV and Internet service providers rank lower.

WKBN 27 First News provides commenting to allow for constructive discussion on the stories we cover. In order to comment here, you acknowledge you have read and agreed to our Terms of Service. Commenters who violate these terms, including use of vulgar language or racial slurs, will be banned. No links will be permitted. Please be respectful of the opinions of others. If you see an inappropriate comment, please flag it for our moderators to review.

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out / Change )

Twitter picture

You are commenting using your Twitter account. Log Out / Change )

Facebook photo

You are commenting using your Facebook account. Log Out / Change )

Google+ photo

You are commenting using your Google+ account. Log Out / Change )

Connecting to %s