Airline Customer Satisfaction Beats IRS, Lags Behind Post Office

So how satisfied are travelers with the nation's airlines? Not very, according to the annual American Customer Satisfaction Index report, but as always, some airlines do better than others.

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Most and Least Satisfying Airlines

Overall, airlines scored a rather dismal 69 out of 100 but there were a few bright spots, including JetBlue and Southwest, but even these leaders lost some luster over the previous year:

From the ACSI report, April 2014

Notice how the legacy carriers lag behind although Delta is moving up very nicely. As for the leaders, is it just a coincidence that JetBlue and Southwest offer free checked-bags?

How Airlines Stack Up with Other Industries

So where are the airlines overall? Toward the bottom. According to an earlier ranking, government agencies scored an aggregate 66, worse than the airlines' 69, and IRS paper filing scored a truly lousy 55 (however, electronic filing scored a respectable 75).

In the latest report, airlines lag behind the post office but score better than three things that plague the modern living (or so it would seem): Subscription television service (hello, cable guy), internet social media (hello, Facebook and Twitter), and internet service providers ("My connection just failed again.").

Anne McDermott
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