The American Customer Satisfaction Index - The voice of the Nation's Consumer
Scores By Company

Scores By Company


United Airlines
Base-
line 		96 97 98 99 00 01 02 03 04 05 06 07 08 09 Previous
Year
%
Change 		First
Year
%
Change
Southwest Airlines 78 76 76 74 72 70 70 74 75 73 74 74 76 79 81 2.5 3.8
All Others NM 74 70 62 67 63 64 72 74 73 74 74 75 75 77 2.7 4.1
Continental Airlines 67 66 64 66 64 62 67 68 68 67 70 67 69 62 68 9.7 1.5
Airlines 72 69 67 65 63 63 61 66 67 66 66 65 63 62 64 3.2 -11.1
Delta Air Lines 77 67 69 65 68 66 61 66 67 67 65 64 59 60 64 6.7 -16.9
American Airlines 70 71 62 67 64 63 62 63 67 66 64 62 60 62 60 -3.2 -14.3
US Airways 72 66 68 65 61 62 60 63 64 62 57 62 61 54 59 9.3 -18.1
Northwest Airlines 69 67 64 63 53 62 56 65 64 64 64 61 61 57 57 0.0 -17.4
United Airlines 71 70 68 65 62 62 59 64 63 64 61 63 56 56 56 0.0 -21.1