Customer Satisfaction with Airlines and Travel Websites Up, Says Survey
Customer satisfaction with airlines and travel websites has rebounded after a down year, according to the Travel Report 2018-19 from the American Consumer Satisfaction Index. According to the survey, passenger satisfaction with airlines rose 1.4 percent to an ACSI score of 74 on a scale of 0 to 100, while travel websites were up 1.3 percent to 79. However, hotels dropped 1.3 percent to 75. According to David VanAmburg, managing director at the ACSI, airlines were at a near record low of 62 a dozen years ago and are now among the most improved industries over that time. Alaska led with a score of 80, followed by Delta. Meanwhile, Southwest dipped 1 percent to 79, tying with JetBlue, which remained unchanged. Hilton led on the hotel side with a score of 80, despite slipping 2 percent to a first-place tie with Marriott (down 1 percent). The report is based on interviews with 12,873 customers chosen at random and contacted via email over about a year ending March 27.