Airlines

The ACSI has over 25 years of experience analyzing passenger satisfaction with the largest airlines operating in the U.S. consumer market. Each year, the ACSI interviews hundreds of passengers about their recent flight experiences, including both business and leisure travelers. The customer survey data serve as inputs to ACSI’s proprietary model, which embeds customer satisfaction within a series of cause-and-effect relationships.

Airline Benchmarks »

ACSI Travel Report 2020-2021 »

Airline Customer Experience Benchmarks

Unique to the airline industry, the ACSI captures customer opinions about critical elements of the passenger experience, including:

    • Flight schedule options
    • Ease of reservations
    • Check-In process
    • Boarding process
    • On-Time arrival
    • Baggage handling
    • Loyalty programs
    • Gate staff courtesy and helpfulness
    • Flight crew courtesy and helpfulness
    • In-Flight entertainment
    • In-Flight complimentary food and beverages
    • In-Flight premium (purchased) food and beverages
    • Overhead storage
    • Cabin and lavatory cleanliness
    • Seat comfort
    • Quality of mobile app
    • Reliability of mobile app
    • Call center
    • Website

The ACSI Client Advantage

Airline industry clients can take advantage of ACSI's competitive and cross-industry benchmarking capabilities through two products: ACSI BenchmarkSM and ACSI DiagnosticSM.

ACSI clients gain access to confidential airline industry data spanning more than 25 years, with over 30 data points per year for the largest carriers in the industry. Key metrics include customer expectations, customer perceptions about the value and quality of their actual experiences, customer complaints, and customer retention.

ACSI’s proprietary modeling helps clients gauge their own airline’s performance in relation to industry peers and best-in-class companies in other industries. Airline clients also access ACSI’s full array of customer experience benchmarks for their own industry as well as obtain actionable data for improving the customer experience.

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