Southwest Tops Airline Survey; American 4th

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.

Source Fort Worth Star-Telegram, Distributed by the Associated Press

May 17, 2005

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