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Airline passengers increasingly unhappy, poll finds

5 June 2007

U.S. airlines, already taking a beating in surveys of customers, took another hit last week when a guest-satisfaction poll by a California market research company gave them their lowest ratings in four years.

“‘The drop in passenger satisfaction reveals unprecedented angst … caused, in part, by disenchanted employees, increasing fuel costs, bankruptcy and new record levels of lost, delayed and damaged luggage,'” said Jonathan Barsky, chairman of Market Metrix.

Among the 14 airlines in the survey, JetBlue and Midwest Airlines ranked No. 1 and 2, respectively, even though they showed the biggest declines over the last survey. US Airways was at the bottom of the overall ratings. United Airlines, the No. 1 carrier at LAX, ranked third from the bottom, just above American Airlines. The top seven spots were all claimed by low-cost carriers.

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