Survey: Airline Fares Up, But So is Passenger Satisfaction
Although airline passengers are paying higher fares and being charged to haul bags, they're apparently happier with the airline experience than they were a couple of years ago, according to a new consumer satisfaction survey. The Michigan-based American Consumer Satisfaction Index reported this week that at 67 on a scale of 100, customer satisfaction with the airline industry is as high as it's been for decades. In 2012 alone, the industry gained 3.1 percent in approval points, this despite higher fares, more crowded flights and fewer scheduling options. What's going on here? "I think in part it's because customers are becoming cleverer when they fly at avoiding the various fees. We're finding that while passengers aren't terribly satisfied with checked baggage fees, fewer of them are checking baggage," says ASCI director David VanAmburg.
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