Airline Travel May Be Better Than We Think

The Washington Post: “While customer grumblings abound about airline travel, a new report suggests that satisfaction is actually at its highest in more than two decades … Highest rankings went to ease of check-in process and ease of making a reservation, while lowest scores went to quality of in-flight services (beverages, food, movies and music) and seat comfort.”

“According to the American Customer Satisfaction Index (ACSI) Travel Report 2016, top ratings go to JetBlue Airways and Southwest Airlines (which tie for highest satisfaction), followed by Alaska Airlines. Spirit Airlines brings up the rear, preceded by Allegiant Air and Frontier Airlines … Except JetBlue, all of the airlines’ scores went up from last year (JetBlue is down 1 percent), and some did so substantially. Budget airlines Spirit and Frontier, which rank last and third from the bottom, respectively, both had double-digit improvements in customer satisfaction, at 15 percent for Spirit and 14 percent for Frontier.”

“The overall customer satisfaction ranking in the 2016 survey increased 4.3 percent, to 72 out of 100 points, over last year’s score. This year’s score ties with the highest one that airlines have received since the survey began … American Airlines’ score went up 9 percent, to 72 points, and United Airlines’ score rose 13 percent, to 68 points … both airlines recently returned to serving free snacks in economy class … Customers’ embrace of airline loyalty programs slipped one point, to 73 this year, and the report points out that travelers find it challenging to redeem rewards.”


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