Customer satisfaction up for airlines, down for hotels

While it may seem that folks are always complaining about airlines, a new report reveals that satisfaction with the industry is actually on the rise.

The annual American Consumer Satisfaction Index is out with their annual report on the airline industry, and passenger satisfaction is up a bit from last year. The airline industry earned an ACSI score of 74 out of 100, which is a 1.4% increase from last year.

As for which airline ranks the highest in customer satisfaction, Alaska Airlines earns that honor with a score of 80, with last year’s leader Southwest tying for second with JetBlue with a score of 79.

Airline Customer Satisfaction Rankings

1. Alaska Airlines (80)

2. Southwest (79)

2. JetBlue (79)

4. Delta (75)

5. American Airlines (73)

6. Allegiant Air (71)

6. All other airlines not listed by name (71)

8. United (70)

9. Frontier Airlines (64)

10. Spirit Airlines (63)

  • Meanwhile, when it comes to hotels, customer satisfaction is on the decline. Overall, the industry earned an ACSI score of 75, which is 1.3% drop from last year, with Hilton and Marriott landing on top with a score of 80. 

Top Ten Hotels for Customer Satisfaction

1. Hilton

1. Marriott

3. Hyatt

4. InterContinental

5. Best Western

6. Choice

7. La Quinta (Wyndham)

8. All Others

9. Wyndham

10. G6 Hospitality (Motel 6)