Airlines' Consumer Ratings Rise In U. Mich. Quarterly Survey
May 19 2009 - 12:31AM
Dow Jones News
Airline passenger satisfaction rose 3% in the first quarter, as
measured by the American Customer Satisfaction Index at the
University of Michigan.
That was the first time since 2003 that public opinion on
airlines has improved from the previous quarter. According to the
survey, airline customer satisfaction has been on a downward slide
since 1994, with few interruptions.
"It's good news that airlines have improved," said Claes
Fornell, who founded the index in that year. But, he said, "I don't
think it's sustainable." This year, the recession has cut into
passenger traffic, which means lines at airports are shorter and
planes have a better chance of arriving on time. Economic recovery
is likely to bring a return to cramped conditions on planes and at
airports, along with lower ACSI scores, Fornell said.
In the recent survey, the airlines maintained long-held relative
postions, with Southwest Airlines Co. (LUV) recieving top marks,
and United Airlines, a unit of UAL Corp. (UAUA), coming in last.
Southwest, the leading low-cost airline, gained ground with
consumers this year, up 3%, for an all-time industry high score of
81, while United's score was unchanged at 56. Southwest scored well
for its on-time performance, luggage handling, and for low
fares.
While the airline industry ranks low overall in the public's
mind, "81 would be a good score for any business," Fornell said. On
the other hand, "companies that score in the fifties usually don't
survive in other industries."
Carriers that showed the most improvement in the quarter
included Continental Airlines Inc. (CAL), up 10% to 68, and US
Airways Group, Inc. (LCC), up 9% at 59. Delta Air Lines Inc.'s
(DAL) score rose 7% to 64. American Airlines, a unit of AMR Corp.
(AMR), was the only airline that lost ground. Consumers gave the
carrier a rating of 60, a 3% drop from the previous quarter.
-By Ann Keeton, Dow Jones Newswires; 312-750-4120;
ann.keeton@dowjones.com