U.S. airline satisfaction rises; ACSI Travel Report

Published on : Monday, May 6, 2019

Airline satisfaction for the Americans has risen 1.4 per cent as per American Customer Satisfaction Index (ACSI) Travel Report 2018-2019. Alaska Airlines has the industry’s top customer-satisfaction score (80 on ACSI’s 100-point scale), surpassing Southwest Airlines.



The rise in airline customer satisfaction was recorded despite airline cancellations and delays due to various factors including computer glitches, strikes, and adverse weather conditions. Scores for Delta Air Lines, United Airlines, Frontier Airlines, and Spirit Airlines also improved.



Airlines got high scores for their mobile apps (82), boarding experience (79), call centre satisfaction (78), and the range of flight schedules (77). Seat comfort received the lowest rating (69).



Customer satisfaction for hotels dipped 1.3 per cent, to 75 per cent overall, as per the ACSI report. Hilton and Marriott were the top-rated brands. Customers’ satisfaction rates for the travel websites rose by 1.3 per cent, to 79 per cent aggregate.



Alaska Airlines got top rankings from J.D. Power North America Airline Satisfaction as well. Alaska Airlines flew to more than 900 worldwide destinations ferrying 44 million passengers annually.



Southwest Airlines’ score dipped slightly, to lock the second position for itself in the ACSI.



Southwest had been flying more B737 Max jets than any other airline, and had to make widespread flight cancellations after two of the jets operated by Lion Air and Ethiopian Airlines were involved in fatal crashes.

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