Today’s ACSI Customer Service Survey ranks the airlines and hotels
Maybe the airlines have gotten better, or maybe we’ve just gotten used to the way things are.
But Americans reported their highest satisfaction levels in a decade with U.S. carriers and hotels in the American Customer Satisfaction Survey of 70,000 customers, released today.
Still, you get better service at Taco Bell (which scored 74 out of 100) than at any airline but Jet Blue and Southwest, the survey says.
In fact, airline service ranks below every other industry but subscription TV and Internet service providers on this annual report card, with a failing grade of 69.
"Air travel remains an uncomfortable and costly experience for most passengers," the ACSI says, speaking for us all.
Getting in and out is not much of a problem; the airlines scored above 80 for check-in, making reservations, courtesy and helpfulness of flight crews, and baggage handling.
But things go bad once we get aboard.
"Crowded seating, rising ticket prices, extra fees and poor service all contribute to a rather dreary travel experience," ACSI notes.
The lowest mark was for seat comfort, which got a 63.
The airlines ranked in an order we often see in quality surveys: the short-haul carriers JetBlue and Southwest lead the pack (83 and 81, respectively); they are followed by Alaska, Frontier, and Spirit (tied at 72); and then come Delta (68), American (65), US Airways (64), and United (62).
US Airways was the only carrier down from last year, slipping from 65 to 64, while Southwest gained the most, jumping from 77 to 81.
The fees don’t help; passengers who paid a fee for their bags gave the airlines 8 points less than those who didn’t (65 vs. 73).
The hotels did better overall, with Marriott picked as the valedictorian of the class of 2013, scoring 82. It also had the biggest gain, up 5 points to set a new ACSI benchmark.
Hilton came next, with an 80. Then came Best Western and Hyatt, with 79 each, and InterContinental and Starwood, with 78 each. At the bottom were Choice (75) and Wyndham (72).
Fast food was also rated, with Subway taking the highest honors, at 83, followed by the pizza people, with Little Caesar, Papa John’s, Domino’s, and Pizza Hut all scoring 80 or above. KFC, Starbucks and and Dunkin’ Donuts also scored 80, followed by Wendy’s, Burger King, Taco Bell, and McDonald’s, in that order.
By Cheryl Rosen
Cheryl
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