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7/3/11

Airline Industry: US Airlines at the bottom of the list when it comes to customer satisfaction

According to a recently report released by the American Customer Satisfaction Index (ACSI) airline passenger satisfaction with US airlines droped by 1.5% to an ACSI score of 65—a very low score that keeps getting worse.

Poor service, higher fuel prices, and fees for baggage and other services are contributing to discontent among travelers. Passengers who pay for checked bags are much less satisfied than those who don’t (an ACSI score of 58 compared to 68). They also are more dissatisfied now than a year ago (-3%). Since nearly half of all fliers pay bag fees, the negative impact on their satisfaction is significant. Airlines have another concern as well. Their most profitable market segment, business passengers, is the least satisfied (ACSI score of 61).

The report covers satisfaction with the quality of products and services provided by airlines, hotels, full-service restaurants, fast food, and express delivery and mail services.

EU-Digest

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