Delta, JetBlue Lead Airline Service Rankings, Survey Says
CHARLOTTE, N.C. (TheStreet) -- A new survey of consumer attitudes showed that airline customer satisfaction has improved for the second consecutive year and has reached its highest level in nearly two decades.
Nevertheless, room for improvement remains. "Air travel remains an uncomfortable and costly experience for most passengers," according to the American Customer Satisfaction Index in Ann Arbor, Mich., which said that only subscription TV service and Internet service providers had lower customer satisfaction ratings.
ACSI, which annually surveys customer satisfaction in 32 industries, said passengers give high marks to airlines for the check-in process, the ease of making reservations, the courtesy and helpfulness of flight crews and baggage handling. All four areas scored 80 or above on the ACSI scale; 100 is the highest score.
On the negative side, "Crowded seating, rising ticket prices, extra fees and poor service all contribute to a rather dreary travel experience," ACSI said. Rated lowest was seat comfort, which got a 63, which ACSI called "awful."
Among the carriers, JetBlue
Among the major carriers, cursed with unpleasant realities such as operating in congested airports and trying to connect large numbers of passengers, Delta