Passengers sore with United, Delta; Airlines get worst two rankings from customers

Airline passengers are some of the most dissatisfied consumers in the United States, says the University of Michigan's American Customer Satisfaction Index.

And United Airlines' customers were the most dissatisfied. The Elk Grove Village-based airline, which emerged from bankruptcy-court protection in 2006, scored 56, the lowest among the seven airlines mentioned in the survey. It also registered the largest year-over-year drop -- 7 points.

Delta Air Lines, which also restructured under Chapter 11 in recent years, ranked next-to-last.

Marks were only slightly better for American Airlines, which teetered on the verge of bankruptcy before winning employee concessions in 2003, and Northwest Airlines, which is currently in bankruptcy.

Dallas-based Southwest Airlines ranked first.

The annual report shows that the industry scored 63 out of a possible 100 in 2007, down from 65 a year ago, and the airlines' lowest rating since 2001.

Of the 19 industries the ACSI asked consumers about, only the cable and satellite TV industry, at 62, fared worse. In comparison, the IRS scored 65.

United spokeswoman Robin Urbanski said the airline appointed an executive last year to lead a new customer service division.