This is hardly surprising....airline satisfaction among customers takes another hit....
http://www.cnn.com/2011/TRAVEL/06/21/customer.satisfaction.airlines.hotels/index.html
Airlines score lowest among 47 industries evaluated by the American Customer Satisfaction Index, according to a report released by the national index Tuesday.
Airlines tie newspapers for the lowest-satisfaction distinction.
Not surprisingly, bag fees play a big role in airline passenger disgruntlement. Those who pay for bags are much less satisfied than those who avoid the fees -- a score of 58 compared to 68. Poor service, other fees and higher fuel prices are also contributors.
Overall, airline passenger satisfaction is down 1.5% from last year with an industry score of 65. Southwest leads in passenger satisfaction among the major carriers evaluated, with a score of 81 -- up 3% from last year. Satisfaction with Delta Air Lines dropped by 10%, for a score of 56.
ACSI notes that mergers often have a negative impact on customer satisfaction. Delta merged with Northwest Airlines last year. The United-Continental merger seems to have dealt a blow to Continental, with satisfaction plunging 10% to a score of 64. Still, Continental comes in second place for satisfaction among major U.S. airlines. United so far seems unaffected -- up 2% for a score of 61.
Business travelers, the airlines' most profitable market, are the least satisfied, according to the index.
http://www.cnn.com/2011/TRAVEL/06/21/customer.satisfaction.airlines.hotels/index.html
Airlines score lowest among 47 industries evaluated by the American Customer Satisfaction Index, according to a report released by the national index Tuesday.
Airlines tie newspapers for the lowest-satisfaction distinction.
Not surprisingly, bag fees play a big role in airline passenger disgruntlement. Those who pay for bags are much less satisfied than those who avoid the fees -- a score of 58 compared to 68. Poor service, other fees and higher fuel prices are also contributors.
Overall, airline passenger satisfaction is down 1.5% from last year with an industry score of 65. Southwest leads in passenger satisfaction among the major carriers evaluated, with a score of 81 -- up 3% from last year. Satisfaction with Delta Air Lines dropped by 10%, for a score of 56.
ACSI notes that mergers often have a negative impact on customer satisfaction. Delta merged with Northwest Airlines last year. The United-Continental merger seems to have dealt a blow to Continental, with satisfaction plunging 10% to a score of 64. Still, Continental comes in second place for satisfaction among major U.S. airlines. United so far seems unaffected -- up 2% for a score of 61.
Business travelers, the airlines' most profitable market, are the least satisfied, according to the index.
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but hey, only $165
