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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

  • Inaugural year:

    1994

  • Updated:

    annually

  • Most recent data:

    2022

  • Companies:

    9 major airlines, plus aggregate of smaller carriers

Satisfaction Benchmarks by Company

Airlines

Company 2021 2022 % Change
Airlines 76 75 -1.3%
JetBlue 77 79 3%
American 75 77 3%
Delta 79 77 -3%
Southwest 79 77 -3%
United 75 77 3%
Alaska 77 75 -3%
All Others 74 71 -4%
Allegiant 72 70 -3%
Frontier 68 66 -3%
Spirit 66 63 -5%

Airline Benchmarks

Customer Experience Benchmarks Year-over-Year Industry Trends

Benchmarks 2021 2022
Quality of mobile app 81 83
Reliability of mobile app (minimal down time, crashes, lags) 81 83
Website satisfaction 81 82
Ease of check-in process 81 81
Ease of making a reservation 80 81
Timeliness of arrival 80 81
Baggage handling 80 80
Boarding experience 79 80
Courtesy and helpfulness of flight crew 80 80
Courtesy and helpfulness of gate staff 79 80
Loyalty program 79 80
Cleanliness of cabin and lavatory 78 79
Call center satisfaction 77 78
Range of flight schedules 77 77
Availability and size of overhead storage 75 76
Quality of premium (purchased) in-flight beverage and food 75 73
Quality of complimentary in-flight beverage and food 74 72
Quality of in-flight entertainment 74 72
Seat comfort 73 72

Industry averages are weighted by companies’ market shares.

Connect With ACSI

Connect With ACSI

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