United Kingdom
United States
Asia Pacific
Hotel users much happier than airline passengers
Hotel users are getting more satisfied, while the satisfaction of airline passengers is sinking to its lowest point since 9-11, reports a new survey.
Hotels received a combined score of 75, the highest grade since the American Customer Satisfaction index started in 1994.
Airlines had a combined score of 62, said the report by the University of Michigan.
“It’s an industry where there’s one problem after another,” said Claes Fornell, a professor of business administration who founded the study.
Southwest Airlines got the highest score with a 74. Northwest was at the bottom at 61. US Airways made the most improvement, increasing 9%, but that was still lower than the industry average of 62.
The top hotel: the Hilton chain at 78.
Ramada Franchise Systems received the lowest hotel scores at 70. But it was 6% higher than last year and represented the largest improvement of any hotel chain.
Report by David Wilkening
David
Kittipong Prapattong’s Plan for Thailand’s Tourism Growth: Taxes, Visas, and Campaigns
James Jin: Didatravel’s Journey from China to Global Reach and the Impact of AI on Travel
Darien Schaefer on Pensacola’s Evolution: From Small Town to Global Destination
Florida Tourism’s Next Frontier: Dana Young on Expanding Beyond the Classics
Patrick Harrison on Tampa Bay Tourism’s Resilience and Marketing Strategy
Bubba O’Keefe on Clarksdale’s Vibrant Music Scene
Commemorating Elvis and Embracing Tupelo’s Culture with Jennie Bradford Curlee
Craig Ray and the Expansion of the Blues Trail
Presenting Mississippi’s Cultural Trails with Katie Coats
Robert Terrell: A Journey Through BB King’s Influence
Rochelle Hicks: Celebrating Mississippi’s Musical Legacy
Exploring Jacksonville with Katie Mitura: The Flip Side of Florida
Dozens fall ill in P&O Cruises ship outbreak
Boy falls to death on cruise ship
Turkish Airlines flight in emergency landing after pilot dies
Unexpected wave rocks cruise ship
Woman dies after going overboard in English Channel