Airlines Among Least Trusted

Airlines Among Least Trusted

According to data released by Unisys Corp., U.S. consumers ranked airlines among the least trusted of 30 industries. The study is based on a survey of more than 1,200 U.S. consumers over the age of 18. The respondents rated customer service, ethical behavior, quality, thought leadership and safety as the top-five factors that build trust, which demonstrates the need for airlines to improve in these key areas. Ron Kuhlmann, Global Transportation group vice president at Unisys, says “It is increasingly evident that passengers lose faith in airlines when air travel becomes an unpleasant, stressful experience.” Extended delays, cancelled flights and declining quality of customer service have all contributed to a loss of trust in the airline industry. One participant commented, “Over the past few years, my level of frustration in all airlines has rapidly increased because of awful service, no snacks, frequent cancellations and excuses about delays.”

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