Passengers are more satisfied with airlines than they have been in the last 20 years, according to the American Customer Satisfaction Index, released this week.

Passenger satisfaction increased 2.9 percent over last year for airlines, historically one of the lowest-scoring categories tracked by the ACSI. The category scored an ACSI benchmark of 71 on a scale of 0 to 100 for this year, nearing the record high of 72, measured the first year the index began in 1994.

Though airfares have yet to decrease to mirror lower oil prices, travelers gave the airline industry higher marks this year compared to last across many key aspects of the booking and flight experience.

“Airlines are doing a better job of getting travelers to their destinations on time, with less frustration over baggage,” said David VanAmburg, director, ACSI. “ACSI findings show that timeliness and baggage handling have improved, which is in line with Department of Transportation data on reductions in both flight delays and baggage mishandling over the past year.”

Ranking best among large carriers was Delta Air Lines, scoring 71. United Airlines’ customer satisfaction rating was a below-average 60, while American Airlines earned its same score as last year — a 66 — despite its late-2013 merger with US Airways. Mergers have led to lower customer satisfaction in the past.

JetBlue ranked at the top, with a score of 81 percent. The carrier has been No. 1 for passenger satisfaction since 2012; however, according to the report, the airline’s plans to charge for baggage and reduce legroom may make it difficult for it to retain its title.

Only Internet service providers, subscription television and health insurance rated worse on the ACSI.

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