U.S. Airlines Get Failing Marks From Passengers
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Americans don't have much good to say about airline service, according to the latest customer satisfaction survey that gave U.S. carriers their worst scores since 2001.
United Airlines and US Airways Group Inc., scored near the bottom of the survey by the University of Michigan's American Customer Satisfaction Index. The two carriers are in merger talks.
Southwest Airlines Co., meanwhile, led the industry in passenger satisfaction for the 15th consecutive year.
Although results of the survey in recent years have not been very positive, this year's results produced "really dismal numbers," said Claes Fornell, a University of Michigan business professor and director of the research center that compiled the data.
"There's no other industry anywhere that has so many basic mishaps in terms of not delivering the basics," he said. "They're supposed to deliver passengers with their luggage to a particular
destination within a certain timeframe, and they frequently fail to do that."
To be Continued