New report: The best and worst airlines in America

New report: The best and worst airlines in America
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When it comes to customer satisfaction, there’s a new leader among U.S. airlines for 2019!

According to the American Customer Satisfaction Index’s latest report, passenger satisfaction with airlines is up 1.4% to 74 on a scale of 0 to 100. Here’s an excerpt from the study:

“Only a dozen years ago, airlines sat at a near-record low of 62 but are now among some of the most improved industries over that time. This year, several airlines register gains: Alaska, Delta, United, Frontier, and Spirit.”

New report ranks U.S. airlines from best to worst 

Alaska Airlines takes the top spot, with a 1% gain to an ACSI score of 80. Passengers have benefited from an expanded network and lower fares after Alaska merged with Virgin America.

Meanwhile, Southwest dropped by 1% to 79 and tied for second place with JetBlue. Those airlines typically rank high.

Delta is number one among legacy airlines, according to the ACSI. It increased 1% to a score of 75. Passengers appreciate the airline’s in-flight amenities like seatback screens, USB ports and Wi-Fi.

ACSI: Best and worst airlines for passenger satisfaction

Airline 2019 score  2018 score
Alaska 80 79
JetBlue 79 79
Southwest 79 80
Delta 75 74
American 73 74
All others 71 73
Allegiant 71 74
United 70 67
Frontier 64 62
Spirit 63 62

Based on interviews conducted from April 2018 to March 2019, the ACSI report found that mobile apps and checking in are the best parts of the airline experience. Seat comfort is ranked the worst part about flying.

Compared with a year ago, the boarding experience, call center satisfaction and the range of flight schedules have improved.

Now that you’ve read the results of the latest ACSI report, tell us in the comments below about the airline you think does the best job taking care of its passengers!

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