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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
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