Customer Satisfaction With Airlines Improves; Hotel Satisfaction Flat

Airlines have experienced a modest increase in customer satisfaction for the second year running, according to the American Customer Satisfaction Index (ACSI). The index for airlines improved 2 points to 69 on ASCI’s 100-point scale. While any improvement is a good sign, that score of 69 is still relatively low compared to other industries: for example, the airline industry still has some catching up to do to meet the hotel industry’s mark of 77, which remains unchanged from 2012 and 2011. (more…)