Airline Quality Rating Finds Consumer Satisfaction Mostly Up
An annual airline quality rating was made public today, and consumer satisfaction was on the way up for nine of the 12 carriers.
Recently on The Show, we spoke with America West Airlines founder and industry observer Ed Beauvais. He told us that customer service is good but in need of improvement, and one of the challenges is consumer choice.
Not surprisingly, getting to your destination on time is the most important thing for travelers ... and not arriving on time — because of cancellations or some other factor — will lead to complaints and dissatisfaction.
Brent Bowen is dean of the College of Aviation at Embry-Riddle University in Prescott and co-author of the annual Airline Quality Rating.