The Travel Professor
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Wednesday, June 22, 2011

Passenger unhappiness with airlines continue

The latest American Customer Satisfaction Index (ACSI) finds that airline passengers are unhappier than ever with airlines. The airline industry’s ACSI rating was already low, but it has dropped by 1.6 percent to an ACSI score of 65, according to the newly released report.

The problems identified in this survey are poor customer service, higher fuel prices, and fees for baggage and other services.

I don’t have an answer to the fuel situation but regarding the other issues a solid effort by airline management to put the human back into customer relations would be good start.

Travel is a people driven business so there is a large need for positive person to person interaction throughout the entire travel experience.