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US ACSI Travel Report:


ANN ARBOR, Mich., (April 20, 2015) – Passenger satisfaction lifts 2.9 percent for airlines, historically one of the lowest-scoring categories tracked by the American Customer Satisfaction Index (ACSI). Airlines reach an ACSI benchmark of 71 on a scale of 0 to 100 for 2015—approaching the category’s peak score of 72 in 1994. Nevertheless, airlines remain among ACSI’s bottom four categories, ahead of only Internet service providers, subscription television and health insurance.

Although airfares have yet to mirror falling oil prices, travelers give the airline industry higher marks compared with a year ago across many key aspects of the booking and flight experience.

“Airlines are doing a better job of getting travelers to their destinations on time, with less frustration over baggage,” says ACSI Director David VanAmburg. “ACSI findings show that timeliness and baggage handling have improved, which is in-line with Department of Transportation data on reductions in both flight delays and baggage mishandling over the past year.”

The on-board experience still lags, however, with seat comfort remaining the worst part of flying (ACSI benchmark of 65). Passengers are happier with in-flight services such as entertainment options, up 7 percent to 72, but there is still room for improvement.

The ACSI Travel Report 2015 covers customer satisfaction with airlines, hotels and Internet travel agencies.

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