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Survey: Airline customer satisfaction declines

Hartsfield-Jackson. JOHN SPINK/JSPINK@AJC.COM

Credit: Kelly Yamanouchi

Credit: Kelly Yamanouchi

Hartsfield-Jackson. JOHN SPINK/JSPINK@AJC.COM
By
April 24, 2018

Customer satisfaction with airlines has declined 2.7 percent in the past year, according to a new American Customer Satisfaction Index report.
The report, based on 12,172 surveys between April 2017 and March 2018, showed the decline after "a year of customer service crises and rising ticket prices," according to ACSI.

According to the index, the top-ranked airline was Southwest Airlines, followed by JetBlue Airways and Alaska Airlines tied for 2nd place.

Dallas-based Southwest is the second-largest airline at Hartsfield-Jackson International Airport, and JetBlue launched service to Atlanta last year.

Atlanta-based Delta Air Lines ranked in the middle of the pack, at 6th place out of 9 carriers. Spirit Airlines and Frontier Airlines tied for last place.

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As business team lead, Kelly Yamanouchi edits and writes business stories. She graduated from Harvard and has a master's degree from Northwestern.

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