Airline executives can now begin chanting, “We’re No. 12!” Unfortunately, they’re 12th worst in terms of providing customer satisfaction out of a field of 47 industry sectors graded in the 2018-19 American Customer Service Index.
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Looking on what amounts to the bright side – by looking more deeply in the industry’s scoring details – U.S. carriers as a group continued to show the effects of modest improvements made in three core customer service categories: on-time arrivals, booking websites and bag handling performance. The industry scored an 80 for customers’ satisfaction with on-time arrivals, matching last year’s score.
The ACSI is a year-round research project that issues four reports a year, each focused on different groups of companies. The Spring report each year focuses on airlines and travel-related companies. One ultra-low cost carrier still managed to beat United; Allegiant scored a 71. Two others, Frontier and Spirit, scored 64 and 63, respectively.
Both kinds of food got a 73 from ACSI’s respondents. Worse, passengers only gave a satisfaction score of 71 to airlines’ in-flight entertainment offerings. The ACSI did add that consumers’ scoring of in-flight entertainment did vary widely between individual carriers, but it did not provide details about which carriers’ entertainment options were more satisfying than others.’
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