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Airlines Hit Seven-Year Low In Satisfaction

IRS scores higher than airlines in customer satisfaction

By Mark Huffman
ConsumerAffairs.com

May 20, 2008

The latest University of Michigan American Customer Satisfaction Index found that the airline industry scored just 62 on a 100-point scale for the first quarter of 2008.

US Airways led the field in dissatisfaction, scoring a low of 54 in the latest index. United Airlines was only slightly better at 56. Ironically, the two laggards have been in talks recently, exploring a possible merger.

Taking the biggest fall in the satisfaction rankings was Continental Airlines, dropping 10 points to 62. Other airlines also scored at, or near, their all-time low. In an interview with Reuters, Index founder Claes Fornell noted the Internal Revenue Service routinely gets higher scores than what the airlines received in the latest poll.

Despite the dismal showing, a couple of carriers actually improved their standing since the last survey. Southwest Airlines continued to lead the industry in passenger satisfaction, rising four points to 79. American gained three to 62 while Delta rose two to 60.

The survey does not include April, when a number of airlines filed for bankruptcy and soaring fuel costs prompted most carriers to boost fares or tack on a number of fees.

'Worst ever'

Sofia, of Montreal, told ConsumerAffairs.com that her recent flight on US Airways, from Philadelphia to San Francisco, was the worst she had ever experienced.

She said the flight, scheduled to leave at 4:25 pm, didn't get in the air until a little past 8:00 pm following a number of delays, during which time passengers had to remain on board.

"Once we're in the air, ready for a 5-hour flight, the crew lets us know that food will be served shortly for a cost of $7," she said. "After serving 2-3 clients in the front, the crew lets us know that there is no food left. They filed the gas tank twice but never thought about bringing more food in."

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