Airlines worst in customer satisfaction ratings Posted on May 20th
Customers are fed up with packed planes, frequent delays and lost luggage that characterize air travel in the U.S. today, and it shows.
U.S.-based airlines fared worst among consumer sectors studied in the 2008 American Customer Satisfaction Index, a University of Michigan study of 80,000 consumers’ expectations and preferences.
Carriers also tallied their lowest index score in the survey since 2001, when consumers still were smarting from delays and cancellations that plagued travel the previous summer.
The airline sector would have set a record low had it not been for a 4 percent jump in the consumer rating for Southwest Airlines, which has led the industry in passenger satisfaction for the past 15 years, researchers noted.
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