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Study says airline mergers hurt customer satisfaction scores
Study says airline mergers hurt customer satisfaction scores

A national study on customer satisfaction suggests that passenger satisfaction ratings slump after airlines undergo a merger with another carrier. The nation's top airlines received a combined score of 69 on a 1-to-100 scale, below the average scores for banks, insurance companies, gas stations, hotels and the U.S. Postal Service, according to the American Customer Satisfaction Index, an annual study released Tuesday. The airlines' score remained the same from last year's customer satisfaction score. New York-based JetBlue was the highest-ranked airline, with a score of 79, according to the index. The report also looked at airline satisfaction scores over the last 17...

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