Last updated on Aug 25, 2023. Customer satisfaction is a key indicator of airline performance and competitiveness. It reflects how well an airline meets or exceeds the expectations and needs of its passengers.
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As of 2023, the US American airline with the highest customer satisfaction index score was Alaska Airlines, with an ACSI score of 81. This was significantly above the average for all airlines, which stood at a score of 76 in 2023.
Analysis of the data indicated that there are many factors that passengers consider important in customer satisfaction. Factors such as reservation and ticketing check in procedures, in- flight services, baggage handling and collection.
Surveys and feedbackOne of the most common and direct ways to measure customer satisfaction is to ask the customers themselves. Surveys and feedback forms can be conducted online, on board, at the airport, or after the flight.
Airlines typically divide their elite members into tiers like silver, gold and platinum, with increasingly difficult requirements to earn the status (but better benefits). Here are some of the most common perks for elite members of some of the biggest U.S. airlines: American, United and Delta.