Hotels: improved. Car rentals: customers happier. Airlines: forget it.
“Satisfaction with airlines declined by three points, representing the steepest fall since the devastating events of 9/11,” reported Market Metrix in its First Quarter 2010 Hospitality Index Results.
Drury Hotels, Jet Blue and Enterprise Rent–A–Car ranked number one in hotel, airline and rental car industry customer satisfaction, respectively in the first quarter of this year, the report found.
“With more people traveling and occupancy rates starting to rise, the climate in the hotel industry is improving. Guests are feeling the difference. Product, service and emotions scores are up,” the report found
Scores for feeling “Welcome” increased more than any other measure in the first quarter of 2010 compared to the fourth quarter of 2009. “With continued discounts and low rates, scores for “Value for price also increased significantly,” said Metrix.
Nearly all the hotel segment improved their satisfaction scores in the first quarter with Casinos and Midscale showing the biggest gains.
Passenger satisfaction with airlines dropped sharply with most airline scores declining. Only Frontier, US Airways and AirTran improved their scores in the first quarter. American posted the biggest decline.
By David Wilkening
