What is the average customer satisfaction of airlines?
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.
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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.
British Airways tops the list with a net Satisfaction score of 28.3, nearly 8 points higher than the runner-up, discount carrier easyJet, which scored 20.3. Virgin Atlantic, Jet2.com and TUI airways round out the top five.
easyJet has an overall Customer Service score of 3.1 out of 5 stars rated by its users and customers. Sign Up to unlock easyJet's overall Customer Service score rated by its users and customers.
Among the four biggest airlines — American, Delta, Southwest, and United, which together account for about 80 percent of air travel — Delta had the lowest number of complaints per passenger, the report says.
British Airways is currently Certified as a 4-Star Airline for the quality of its airport and onboard product and staff service. With some rating areas dropping to 3-Star Rating levels, the BA rating for 2024 is now subject to review.
EasyJet - Outshining Ryanair in Three Key AspectsWhen it comes to pros, EasyJet holds a significant edge over its major rival, Ryanair, in three crucial areas: carry-on allowance, flight departure times, and overall comfort. Firstly, EasyJet provides its customers with greater freedom regarding carry-on policies.
Jet2.com – which flies from 10 UK airports to more than 65 destinations – came out top with an overall customer score of 80%. It was one of only two short-haul carriers – the other being the airline Norwegian, which scored 74% – to achieve “recommended provider” status.