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June 18, 2013

JetBlue tops customer satisfaction index, United on the bottom

JetBlue Airways and Southwest Airlines continue to please passengers with their air service while United Airlines continues to struggle to satisfy customers.

According to the American Customer Satisfaction Index, the airline industry improved its overall customer satisfaction score by 3 percent to 69. However, it still has one of the lowest customer satisfaction rates of the industries surveyed, beating only subscription TV and Internet service.

"Crowded seating, rising ticket prices, extra fees and poor service all contribute to a rather dreary travel experience," says ACSI founder Claes Fornell. "Airlines continue to improve service for business travelers, which is important since they are the most profitable customer group. Still, their satisfaction remains at a level slightly below that of other passengers."

The survey is based on interviews with almost 9,000 customers contacted between January and March about their experiences. JetBlue's score of 83 placed it in the top spot of the airline industry.

Southwest increased its score by 5 percent as it has worked on integrating AirTran Airways which it purchased in 2011. Fort Worth-based American Airlines ranked third from the bottom with a satisfaction score of 65.

Passengers were very satisfied with airlines' on-time performance and the ease of the check-in process, according to the ACSI survey. Air travelers were less happy with seat comfort and the quality of in-flight services, the survey found.

Airline

2012 score

2013 score

% change

JetBlue

81

83

2

Southwest

77

81

5

All Others

74

72

-3

Delta

65

68

5

American

64

65

2

US Airways

65

64

-2

United

62

62

0

Entire industry

67

69

3

-Andrea Ahles

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Comments

TiredOfPanderingANDREA

There's American, third from the worst, just above another bottom feeder, US Airways. That's a marriage made in a landfill. Aren't we glad they're going to have their headquarters here in Tarrant County. What a farce.

whitey

you said it. tired of pandering andrea.thats what aa is. the bottom feeder airlines. nothing but bus trash flying that turd in the sky.

whitey

NOT TO MENTION THOSE FILTHY CANADIANS BRITISH AUSSIES AND RED NECKS FROM TEXASS WHO DON,T TIP SKYCAPS!!!!!!THE BOTTOM FEEDER AIRLINE TAKES ANYTHING!

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