Airlines
The definitive measure of passenger satisfaction with cause-and-effect analysis
Forecast the expected results from various improvement strategies in terms of customer satisfaction, retention, and financial returns.
AIRLINES
Airlines today face more challenges than perhaps any other industry, but are rising to the task. Ensuring passenger safety, satisfaction, and profitability can seem daunting, but ACSI’s solution forecasts the expected results from various improvement strategies in terms of customer satisfaction, retention, and financial returns.
At a glance:
Airlines
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Inaugural year:
1994
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Updated:
annually
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Most recent data:
2024
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Companies:
9 major airlines, plus aggregate of smaller carriers
Airlines
Satisfaction Benchmarks by Company
| Anchor Link | Category | 2023 | 2024 | % CHANGE |
|---|---|---|---|---|
| Airlines | 76 | 77 | 1% | |
| #alaska | Alaska | 81 | 82 | 1% |
| #american | American | 78 | 79 | 1% |
| #allegiant | Allegiant | 75 | 78 | 4% |
| #southwest | Southwest | 78 | 78 | 0% |
| #delta | Delta | 76 | 77 | 1% |
| #jetblue | JetBlue | 76 | 77 | 1% |
| #united | United | 77 | 75 | -3% |
| All Others | 72 | 73 | 1% | |
| #frontier | Frontier | 67 | 69 | 3% |
| #spirit | Spirit | 64 | 67 | 5% |
Customer Experience Benchmarks Year-Over-Year Industry Trends
| Benchmarks | 2023 | 2024 |
|---|---|---|
| Ease of making a reservation | 82 | 84 |
| Quality of mobile app | 84 | 84 |
| Reliability of mobile app (minimal down time, crashes, lags) | 83 | 84 |
| Ease of check-in process | 82 | 83 |
| Website satisfaction | 83 | 83 |
| Cleanliness of cabin and lavatory | 80 | 82 |
| Courtesy and helpfulness of flight crew | 80 | 82 |
| Baggage handling | 79 | 81 |
| Boarding experience | 80 | 81 |
| Call center satisfaction | 80 | 81 |
| Courtesy and helpfulness of gate staff | 80 | 81 |
| Timeliness of arrival | 80 | 81 |
| Loyalty program | 79 | 80 |
| Range of flight schedules | 79 | 80 |
| Availability and size of overhead storage | 78 | 79 |
| Quality of in-flight entertainment | 76 | 78 |
| Quality of premium (purchased) in-flight beverage and food | 77 | 78 |
| Quality of complimentary in-flight beverage and food | 74 | 76 |
| Seat comfort | 75 | 76 |
Industry averages are weighted by companies’ market shares.
2024 results based on data collected April 2023 – March 2024.