• Airlines increase customer satisfaction

    2010-06-08

    Airlines are a frequent target of customer service complaints, but the results of a recent study by J.D. Power and Associates reveals that customer satisfaction has improved in the past year.

    The industry had seen declining satisfaction numbers for three years, according to the Chicago Tribune. However, airlines improved on their 2009 scores by an average of 15 points out of a 1,000 point scale. The numbers are still well below the 2006 results, the first year of the survey.

    One factor in the increased satisfaction were bigger bargains. As airlines attempted to attract customers with bargains because of the economy, travelers felt they got more for their money. Lost baggage also fell, although some suggest this is because passengers are not checking their bags after nearly every airline introduced baggage fees.

    Alaska and Continental took home the top marks, while JetBlue and Southwest were the best in the discount range. American and United improved their scores by 24 and 26 points, respectively. United was still next to last in its group, along with US Airways. However, Continental recently merged with United, and appears on track to improve its customer service, according to the news source.

    The study was released in the wake of the Department of Transportation releasing new guidelines to cut down on delays and decrease deceptive practices.
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