Skip to main content
Advertising

Originally published June 25, 2013 at 3:39 PM | Page modified June 25, 2013 at 5:46 PM

  • Share:
           
  • Comments (0)
  • Print

Airline satisfaction: below post office, above subscription TV

Annual survey shows 3 percent improvement, but fliers still turned off by crowded seating, extra fees and poor service.

Los Angeles Times

Most Popular Comments
Hide / Show comments
No comments have been posted to this article.
Start the conversation >

advertising

Fliers are slightly more satisfied with the service offered by U.S. airlines than they were last year.

But with the airline industry ranked below the U.S. Postal Service for customer satisfaction, it still has a way to go.

The findings come from an annual survey of about 70,000 Americans and show that the airline industry ranks higher than only subscription TV and Internet service companies.

The American Customer Satisfaction Index, an independent benchmarking business developed at the University of Michigan, concluded that the industry improved 3 percent in 2013 to a rating of 69 on a 100-point scale. Not surprisingly, airline travelers are most turned off by crowded seating, extra fees and poor customer service, according to the report.

Low-cost carriers JetBlue Airways and Southwest Airlines led the industry with scores of 83 and 81, respectively; network airlines Delta, United, American and US Airways rated no better than 68, the survey found.

Industry officials defended the nation’s carriers, saying airfares have increased at only half the rate of inflation since 2000, even when accounting for those extra fees.

Airlines also compare favorably with other modes of transportation such as taxis, said Jean Medina, spokeswoman for Airlines for America, the trade group for the nation’s airlines.

For example, she said, the U.S. Department of Transportation received 1.18 complaints against airlines for every 100,000 passengers that flew in 2011. By comparison, New York City taxicabs got 3,125 complaints for every 100,000 passengers in that same year, she said.

“We have great numbers compared to other modes of transportation,” Medina said.

News where, when and how you want it

Email Icon

Love the column? Pre-order the book!

Love the column? Pre-order the book!

Reserve your copy of "The Seattle Sketcher," the long-awaited book by staff artist Gabriel Campanario, for the special price of just $29.95.

Advertising

Partner Video

Advertising


Advertising
The Seattle Times

The door is closed, but it's not locked.

Take a minute to subscribe and continue to enjoy The Seattle Times for as little as 99 cents a week.

Subscription options ►

Already a subscriber?

We've got good news for you. Unlimited seattletimes.com content access is included with most subscriptions.

Subscriber login ►