Airline customer satisfaction with U.S.-based carriers rose by 1.4 percent, according to a recent report. This improvement came even as more people traveled and airlines faced challenges such as computer system disruptions and the grounding of Boeing 737 MAX aircraft.
The American Customer Satisfaction Index Travel Report 2018–2019 found that overall passenger satisfaction with U.S. airlines stands at 74 on its 100-point scale.
Alaska Airlines showed the most dramatic turnaround. Once among the lowest-rated U.S. carriers a decade ago, it is now the industry leader in customer satisfaction, earning a score of 80. That result moved Alaska ahead of long-time favorite Southwest Airlines.
Several other carriers also posted gains. Delta Air Lines, United Airlines, Frontier Airlines, and Spirit Airlines all improved their scores. Southwest experienced a modest decline but remained highly rated, with a score of 79 and the second-highest placement in the rankings.
The report highlighted areas where airlines perform well and where there is room for improvement. Mobile apps were rated highly, with an average score of 82, reflecting strong digital tools for booking and trip management. Boarding experience scored 79, indicating generally positive customer impressions during the boarding process. Call center satisfaction came in at 78, and the variety and frequency of flight schedules earned a 77.
Seat comfort was the weakest area in the study, receiving the lowest score of 69. This suggests passengers continue to be dissatisfied with seat size and room on many flights, even as other aspects of the travel experience improve.
Overall, the report paints a picture of gradual progress across the industry: airlines have strengthened digital services, improved operational touchpoints like boarding and customer service, and made enough changes to raise overall satisfaction despite operational challenges and a growing traveler base.