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Unsatisfying Skies: Passengers Still Dislike Airlines

Unsatisfying Skies: Passengers Still Dislike Airlines
Photograph by Angus Shamal/Gallery Stock

The relationship between airlines and customer service has grown only more fraught in the era of packed planes and innumerable fees. A new satisfaction ranking leaves U.S. airlines with just one thin defense on the people-pleasing front: Hey, at least we’re not as bad as the cable TV industry!

Airlines in the U.S. received an average score of 69 on the 100-point ranking system used by the American Customer Satisfaction Index, a second straight year of improvement that still leaves the industry near the bottom of the barrel. Makers of soft drinks and cars, by contrast, received industrywide scores of 84 this year.