The airline industry is one that passengers love to hate. And yet, overall customer satisfaction hit an all-time high in 2017 and declined only slightly in 2018, according to the latest American Customer Satisfaction Index Travel Report, which was released in late April.
In the report, Southwest Airlines, Alaska Airlines and JetBlue received the highest marks from customers, while budget carriers Spirit Airlines and Frontier Airlines were at the bottom. Legacy carriers, including Delta Air Lines, American Airlines and United Airlines, were in the middle. The report also shows that customer satisfaction in the hotel industry remains stable, while marks for online travel services have slightly declined.
In the report, airlines received an overall rating of 73 out of 100, which is a 2.7 percent decline from last year’s high of 75. The ACSI measures satisfaction across a variety of industries and has been surveying customers since 1994. The 2018 report was compiled from interviews conducted with 12,172 customers between April 2017 and March 2018. Those customers, who were chosen at random, were asked about recent travel experiences…
