U.S. consumers are more satisfied with airlines in recent years but the industry still gets relatively low marks, mainly due to the onboard experience, according to a customer poll released last month.
In its latest survey of 70,000 people, the American Consumer Satisfaction Index says the nation’s airline industry received a score of 69 on a 100-point scale. The ACSI annually ranks customer satisfaction levels for more than 40 industries, including retail apparel stores, banks and hospitals.
To put that grade in perspective, American consumers rank the airline industry below the U.S. Postal Service, but above subscription TV and Internet service providers.
Not surprisingly, airline travelers are most turned off by crowded seating, extra passenger service and poor customer service.
"Passengers reserve their harshest criticism for the principal part of the experience - the flight itself," the report said, including food and beverage service, entertainment and worst of all, seat comfort.
The overall mark of 69, however, covers up the stellar grades received by two airlines. High on the list is Southwest with a score of 81. JetBlue came in even high with an 83.
Dragging down the aggregate score were Delta, American, US Airways and United, which scored no higher than 68.
If coming in under the post office sounds brutal, you haven’t heard what the survey’s founder and chairman has to say.
"The cost structure for airlines - high fixed costs and large variations in fuel price - coupled with high price sensitivity for a large segment of the market, make it difficult to improve quality of service," Claes Fornell said in a release. "Also, as long as all airlines are bad, they will not be punished much by customer defections."
