Skip to content

Airlines

The definitive measure of passenger satisfaction with cause-and-effect analysis

Forecast the expected results from various improvement strategies in terms of customer satisfaction, retention, and financial returns. 

AIRLINES

Airlines today face more challenges than perhaps any other industry, but are rising to the task. Ensuring passenger safety, satisfaction, and profitability can seem daunting, but ACSI’s solution forecasts the expected results from various improvement strategies in terms of customer satisfaction, retention, and financial returns.

At a glance:

Airlines

  • Inaugural year:

    1994

  • Updated:

    annually

  • Most recent data:

    2023

  • Companies:

    9 major airlines, plus aggregate of smaller carriers

Satisfaction Benchmarks by Company

Airlines
First Hidden Column Company 2022 2023 % Change
0 Airlines 75 76 1%
1 United 77 77 0%
1 Southwest 77 78 1%
1 Spirit 63 64 2%
1 JetBlue 79 76 -4%
1 Delta 77 76 -1%
1 Frontier 66 67 2%
1 Alaska 75 81 8%
1 Allegiant 70 75 7%
1 American 77 78 1%
1 All Others 71 72 1%

2023 results based on data collected April 2022 – March 2023.

Airline Benchmarks

Customer Experience Benchmarks Year-over-Year Industry Trends

Benchmarks 2022 2023
Quality of mobile app 83 84
Reliability of mobile app (minimal down time, crashes, lags) 83 83
Website satisfaction 82 83
Ease of check-in process 81 82
Ease of making a reservation 81 82
Boarding experience 80 80
Call center satisfaction 78 80
Cleanliness of cabin and lavatory 79 80
Courtesy and helpfulness of flight crew 80 80
Courtesy and helpfulness of gate staff 80 80
Timeliness of arrival 81 80
Baggage handling 80 79
Loyalty program 80 79
Range of flight schedules 77 79
Availability and size of overhead storage 76 78
Quality of premium (purchased) in-flight beverage and food 73 77
Quality of in-flight entertainment 72 76
Seat comfort 72 75
Quality of complimentary in-flight beverage and food 72 74
Connect With ACSI

Connect With ACSI

Want to get in touch with one of our experts? We’d love to hear from you.
Reach out to us using the form below.

I am interested in the following industries (select all that apply):