As of 2024, the US American airline with the highest customer satisfaction index score was Alaska Airlines, with an ACSI score of 82. This was significantly above the average for all airlines, which stood at a score of 77 in 2023.
Financial status of the American aviation industry
In 2023, North America had one of the largest air travel markets worldwide, with a 24.2 percent traffic share. That year, the US generated approximately 223.3 billion U.S. dollars from its operations.
The American Customer Satisfaction Index (ACSI) scores on a 0-100 scale at the national level with 100 being the highest and best possible score. The ACSI is an economic indicator based on modeling of customer evaluations of the quality of goods and services purchased in the United States and produced by both domestic and foreign firms with substantial U.S. market shares. Subjects of investigation are 10 economic sectors, about 40 industries (including e-commerce and e-business), approximately 400 companies, and including several federal or local government services.
The study based on interviews with 16,352 customers who chosen randomly and contacted via email between April 2023 and April 2024.
U.S. Airways and American Airlines merged in 2014.
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ACSI®. (April 23, 2024). American customer satisfaction index scores for airlines in the United States from 1995 to 2024 [Graph]. In Statista. Retrieved November 23, 2024, from https://www.statista.com/statistics/194941/customer-satisfaction-with-us-airlines-since-1995/
ACSI®. "American customer satisfaction index scores for airlines in the United States from 1995 to 2024." Chart. April 23, 2024. Statista. Accessed November 23, 2024. https://www.statista.com/statistics/194941/customer-satisfaction-with-us-airlines-since-1995/
ACSI®. (2024). American customer satisfaction index scores for airlines in the United States from 1995 to 2024. Statista. Statista Inc.. Accessed: November 23, 2024. https://www.statista.com/statistics/194941/customer-satisfaction-with-us-airlines-since-1995/
ACSI®. "American Customer Satisfaction Index Scores for Airlines in The United States from 1995 to 2024." Statista, Statista Inc., 23 Apr 2024, https://www.statista.com/statistics/194941/customer-satisfaction-with-us-airlines-since-1995/
ACSI®, American customer satisfaction index scores for airlines in the United States from 1995 to 2024 Statista, https://www.statista.com/statistics/194941/customer-satisfaction-with-us-airlines-since-1995/ (last visited November 23, 2024)
American customer satisfaction index scores for airlines in the United States from 1995 to 2024 [Graph], ACSI®, April 23, 2024. [Online]. Available: https://www.statista.com/statistics/194941/customer-satisfaction-with-us-airlines-since-1995/
