Annual report finds improved customer satisfaction for airlines

ANN ARBOR, Mich. (AP) — With the arrival of the summer travel season, an annual report on customer satisfaction finds airlines improving for a second straight year.

Despite rising fees and shrinking services still annoying passengers, airlines climbed three percent in the American Customer Satisfaction Index. But ACSI founder Claes Fornell (klahs for’-NEHL’) says, “They’re doing better, but their satisfaction scores are still pretty, pretty dismal.”

Discount airlines JetBlue and Southwest showed the most improvement. JetBlue rose two percent to 83 and Southwest climbed five percent to 81. Fornell says it’s largely because they have less fees than the legacy airlines.

Overall, the satisfaction index for airlines went from 66 to 69 on a 100-point scale, near the bottom of all industries measured in the ACSI. Only subscription TV and Internet service providers rank lower.

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