According to the American Customer Satisfaction Index's annual report on airlines, released this week, overall satisfaction is down, but Southwest Airlines (LUV) remained far and away at the top of the list with a score of 81 out of a possible 100. The No. 2 airline for customer satisfaction was Continental (CAL) with an overall score of 64. Southwest's rating rose 2.5%, but Continental's was down 9.9%.
The rating for the industry was 65, down 1.5% from last year. Airlines rank last in satisfaction among all industries measured by the ACSI.
American Airlines (AMR) posted a score of 63, followed by Delta (DAL) at 56, a 9.7% drop. "Airline mergers typically have a destructive effect on passenger satisfaction," said Claes Fornell, founder of the ACSI and author of The Satisfied Customer: Winners and Losers in the Battle for Buyer Preference.
Baggage fees and fuel surcharges were among the primary causes for the drop in satisfaction.
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