Business

Customer satisfaction high with airline websites, low with airlines

Airlines in the U.S. don’t have a very good reputation among travelers. Maybe those ever-multiplying passenger fees and ever-shrinking economy seats play a role in that.

But American carriers can at least take solace in the news that travelers are pretty happy with airline websites.

An annual customer study -- the American Customer Satisfaction Index -- found that airlines ranked near the bottom among all industries, with a rating of 69 on a scale of 1 to 100.

But the same index found that airline websites got a satisfaction rating of 80. In fact, airline websites ranked slightly higher than websites for online travel businesses like Travelocity, Expedia and Priceline, which got a score of 77.

The highest-rated websites were for credit unions (86), consumer shipping companies (85) and banks (85).

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Copyright © 2014, Los Angeles Times
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