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American Airlines

Customer satisfaction with airlines was on the rise before the latest controversies

Customer satisfaction with airlines was on the rise before the latest controversies

A survey of consumer satisfaction levels found that Americans have a slightly higher opinion of U.S.-based airlines this year compared with last year.

Unfortunately for the airlines, that survey of more than 180,000 consumers was completed a few weeks before the latest series of public relations debacles involving U.S. carriers.

The American Consumer Satisfaction Index, released this week, found that satisfaction with airlines had climbed to a score of 75 out of 100; last year’s score was 72. The report attributes the increase to a drop in fares, better on-time arrival rates and a lower rate of lost or damaged luggage.

But the survey that was completed over a 12-month...

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