Passengers don’t like inflight beverages, seating, toilets
Airlines in the US are behind hotels and online travel agencies in customer satisfaction as passengers experience increasingly crowded planes and impolite inflight service, a poll reveals.
Airlines score 69 on a 100-point scale in the latest annual American Customer Satisfaction Index. That compares to 75 for hotels and 77 for OTAs.
The index interviewed more than 7,400 US customers of airlines, hotels and internet travel websites from October 2013 to March 2014. Passengers thought the quality of inflight beverages, seating and toilets were especially poor.
Other recent studies also show that airlines have room for improvement. On-time performance and lost baggage rates worsened in 2013, a report by the Wichita State and Embry-Riddle Aeronautical universities found. Another study by the US Public Interest Research Group Education Fund concluded that Spirit Airlines, American Airlines and United Airlines ranked worst in terms of passenger complaints.