Airline customer satisfaction with U.S.-based airlines increased by 1.4 percent, a new report showed. This growth occurred despite increased traveler numbers, recent issues caused by computer glitches and the grounding of airlines’ fleets of Boeing 737 MAX jets.
The new American Customer Satisfaction Index Travel Report 2018–2019 showed 74 percent of passengers are satisfied with U.S. airlines.
Alaska Airlines turned its reputation around. One of the lowest-rated U.S. airlines a decade ago, it’s now the industry’s top performer as far as customer satisfaction goes, receiving an 80 on the ACSI’s 100-point scale. The airline surpassed previous favorite Southwest Airlines.
Other airlines, including Delta Air Lines, United Airlines, Frontier Airlines and Spirit Airlines, saw their scores improve, too. Southwest’s score actually dipped slightly, but still, 79 percent of its customers were satisfied — good enough for second place.
Airlines got high scores for mobile apps (82), boarding experience (79), call center satisfaction (78) and the range of flight schedules (77). Seat comfort received the lowest rating (69).
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