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:
2023
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Companies:
9 major airlines, plus aggregate of smaller carriers
Satisfaction Benchmarks by Company
Airlines
| First Hidden Column | Company | 2022 | 2023 | % Change |
|---|---|---|---|---|
| 0 | Airlines | 75 | 76 | 1% |
| 1 | United | 77 | 77 | 0% |
| 1 | Southwest | 77 | 78 | 1% |
| 1 | Spirit | 63 | 64 | 2% |
| 1 | JetBlue | 79 | 76 | -4% |
| 1 | Delta | 77 | 76 | -1% |
| 1 | Frontier | 66 | 67 | 2% |
| 1 | Alaska | 75 | 81 | 8% |
| 1 | Allegiant | 70 | 75 | 7% |
| 1 | American | 77 | 78 | 1% |
| 1 | All Others | 71 | 72 | 1% |
2023 results based on data collected April 2022 – March 2023.
Airline Benchmarks
Customer Experience Benchmarks Year-over-Year Industry Trends
| Benchmarks | 2022 | 2023 |
|---|---|---|
| Quality of mobile app | 83 | 84 |
| Reliability of mobile app (minimal down time, crashes, lags) | 83 | 83 |
| Website satisfaction | 82 | 83 |
| Ease of check-in process | 81 | 82 |
| Ease of making a reservation | 81 | 82 |
| Boarding experience | 80 | 80 |
| Call center satisfaction | 78 | 80 |
| Cleanliness of cabin and lavatory | 79 | 80 |
| Courtesy and helpfulness of flight crew | 80 | 80 |
| Courtesy and helpfulness of gate staff | 80 | 80 |
| Timeliness of arrival | 81 | 80 |
| Baggage handling | 80 | 79 |
| Loyalty program | 80 | 79 |
| Range of flight schedules | 77 | 79 |
| Availability and size of overhead storage | 76 | 78 |
| Quality of premium (purchased) in-flight beverage and food | 73 | 77 |
| Quality of in-flight entertainment | 72 | 76 |
| Seat comfort | 72 | 75 |
| Quality of complimentary in-flight beverage and food | 72 | 74 |