Alaska Airlines tops the 2019 American Customer Satisfaction Index list

Alaska Airlines tops the 2019 American Customer Satisfaction Index list

Last month, Alaska Airlines ranked 1st place on the 2019 American Customer Satisfaction Index (ACSI), leaving Southwest (last year’s top of the list) and JetBlue tied in 2nd place.

Between April 5, 2018 and March 27, 2019, the ACSI surveyed 12,873 customers who had recent experiences with hotels and airlines, and ranked them according to the points given to each (on a scale from 0 to 100) in both categories.

Alaska Airlines earned 80 points (one point more than the year before), while both Southwest and JetBlue ended up with 79 points each.

Southwest’s drop can be associated to different reasons that affected the company and, therefore, customer satisfaction during the first quarter of 2019: labor conflicts, the grounding of 34 Boeing 737 MAX airplanes in the company’s fleet, and 9,400 canceled flights due to safety and/or weather concerns.

Delta, American, and United scored 75, 73, and 70 points respectively. Even though legacy carriers need to catch up, ACSI managing director, David VanAmburg, said that “airlines sat at a near-record low of 62 just a dozen years ago. Now they’re among some of the most improved industries over that time.”

On the hotel side, Hilton and Marriott tied in 1st place with 80 points each (2 and 1 points lower than last year respectively). The survey shows that customers are not happy with the hotel industry’s current situation – respondents indicated that hotel services have decreased in in almost every aspect: staff is less courteous, room quality has worsened, and call-center service is not good.

Visit theacsi.org for full report

Source: bizjournals.com, ” Alaska Airlines unseats Southwest for top spot in customer-satisfaction index” by Lewis Lazare. May 1, 2019