Southwest Tops Airline Survey; American 4th
Southwest Airlines continues to lead the airline industry in customer satisfaction, while struggling US Airways performs the worst, according to a new survey. The American Customer Satisfaction Index, scheduled to be released today by the University of Michigan, reviewed customers' satisfaction levels for a variety of industries, including the major airlines. While Dallas-based Southwest -- the only large profitable airline -- topped the chart, Fort Worth-based American Airlines ranked fourth of the seven airlines included in the survey. American said its internal surveys have shown steady improvement in customer service. How they ranked:
1. Southwest
2. Continental
3. Delta
4. American
5. Northwest
6. United
7. US Airways