Airline Satisfaction Soars to New Highs

Airline Satisfaction Soars to New Highs

If you’ve noticed you’re in better spirits while traveling by air these days, you’re not alone.

According to an annual survey by the Embry-Riddle Aeronautical University and Wichita State University, U.S. airlines received their highest ratings in more than 20 years in 2013, NPR reports.


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Of the 15 airlines rated, Virgin America and JetBlue came in first and second place, respectively, for the second year in a row. Scores are determined by a weighted formula that takes into account how often flights arrive on time, incidences of denied boardings, mishandled baggage issues and overall customer complaints.

Dean Headley, associate professor of marketing at the W. Frank Barton School of Business at Wichita State University and a co-author of the study, told NPR the improvement in air travel is due to capacity limits, which decrease congestion for a better flying experience.

Headley added that the challenge for airlines now is to maintain quality as more and more people choose to travel by air.

Passengers indicated that though they are more satisfied overall with airlines this year, they are still frustrated by the frequency of flight delays and lost or damaged luggage.

Check out the rankings here:

1. Virgin America
2. JetBlue
3. Hawaiian
4. Delta
5. Alaska
6. Endeavor
7. US Airways
8. Southwest
9. American
10. AirTran
11. Frontier
12. United
13. ExpressJet
14. SkyWest
15. American Eagle


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