Airlines see biggest slump in customer experience ratings

Participants in the study by Engine Service Design, which surveyed 1,025 adults online last month, were asked to name the three sectors from a list of 14 with the worst service.

In last year"™s survey, air travel was named by only 12.8% of respondents "“ with only hotels and hospitality (8.8%) and technology (12.4%) on lower numbers.

But the sector now features among the top three for 17.1% of respondents, up 4.3 percentage points year on year and the steepest decline, suggesting it has done more than any other industry to damage its reputation in the last year.

High-profile incidents the public perceived as poorly dealt with by airlines are likely to have contributed to this, Engine"™s co-founder Joe Heapy said.

He said: «British Airway"™ IT melt-down and the United Airline"™ passenger incident were the most high-profile examples in an industry that seems to be struggling to look after its customers.

«However, it wasn"™t just that the incidents were bad, arguably it was their response that caused as much anger, particularly in BA"™s case. In an era of rampant cost cutting, their actions and reactions can give the impression that people are more akin to cargo than passengers»…

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