Ranking Customer Satisfaction With Airlines, Hotels and Online Travel Agencies

When it comes to customer satisfaction, it's clear that American consumers have different sets of expectations for airlines, hotels, and online travel services. That's the message delivered by the results of the annual American Customer Satisfaction Index (ACSI) report, which is based on interviews with thousands of U.S. consumers over a 12-month period ending in March 2017. While rankings for all three categories are fairly consistent with data from years past, certain trends are emerging. Low-Cost Carriers Are Preferred and Legacy Airlines Are Trying to Compete Overall, despite some of the troubling stories of passenger experiences as of late, it seems that overall customer satisfaction with airlines has risen. Passenger satisfaction with airlines is up 4.2 percent to 75 out of a scale of 0 to 100, up from a score of 72 in 2016. The top-ranked airline was JetBlue Airways, with a score of 82, followed by Southwest Airlines (80), and Alaska Airlines (78). All of those airlin