Southwest Airlines customer satisfaction increases compared to other airlines, ACSI survey says

By on Jun 22, 2011 in Lifestyle, Travel, United States, World Comments

Southwest Airlines customer satisfaction is increasing as compared to other airlines, a recent US survey said.

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According to a report by the American Customer Satisfaction Index (ACSI) released on Tuesday, June 21, 2011, more customers are not getting satisfied with the services of Southwest Airlines.

Apparently, ACSI noted that customer satisfaction of airline passengers went down by 1.5% to their score of 65 points, with poor services, higher fuel prices and baggage fees being the contributing factors.

As noted at, its survey results showed that Southwest Airlines landed on the highest score, 81, while Delta Air Lines had the lowest customer satisfaction with the score of 56.

On the other hand, Continental Airlines went down to 64 and American Airlines had the same customer satisfaction score of 63, as United Airlines and US Airways tied at 61.

“Airline mergers typically have a destructive effect on passenger satisfaction. In 2005, US Airways fell 8% to an industry low following its merger with America West, and now Delta falters in the same way.” ACSI founder Claes Fornell said on the report.

“Past experience points to more customer satisfaction challenges ahead for United and raises the question of whether Southwest can escape customer satisfaction problems from its acquisition of Air Tran in May.” Fornell added, who is also the author of book, “The Satisfied Customer: Winners and Losers in the Battle for Buyer Preference“.

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