Fliers give airlines poor marks on customer service

Discussion in 'General Discussion | Travel' started by sobore, Jun 21, 2011.

  1. sobore
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    sobore Gold Member

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    Air travelers continue to be dissatisfied with the flying experience, according to a new report from the American Customer Satisfaction Index (ACSI), which evaluates the quality of U.S. products and services.

    The report, released Tuesday, shows that passenger satisfaction with airlines has dropped 1.5 percent to a score of 65 on a 100-point scale – tied with newspapers for the lowest score among all 47 industries that ACSI surveys. Business travelers, which represent the most profitable segment for airlines, were the least satisfied filers with a score of 61.

    David VanAmburg, managing director for ACSI, said that higher airfares and fees, coupled with a consistently poor air travel experience, are fueling customer frustrations.

    “We’re seeing customers experiencing overall costs going up, but the experience is not getting better,” VanAmburg said. “It’s going to create a more disgruntled public.”

    Airline mergers have also impacted customer satisfaction. Continental, which last fall merged with United, saw its customer satisfaction score plunge 9.9 percent to 64. A year after absorbing Northwest Airlines, Delta saw its customer satisfaction score for 2011 fall 9.7 percent to 56 – the lowest score in the industry.

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