ACSI: Passenger satisfaction with airline mobile apps is high

6 May, 2019

American Customer Satisfaction Index (ACSI) issued (30-Apr-2019) its travel report for 2018-2019, which reported passenger satisfaction with the following items:

  • Mobile apps: 82/100;
  • Ease of check in: 82/100;
  • Boarding experience: 79/100;
  • Call centre satisfaction: 78/100;
  • Flight schedule ranges: 77/100;
  • Cabin cleanliness: 78/100;
  • Availability/size overhead storage: 73/100
  • Complimentary/premium purchased food: 73/100;
  • Inflight entertainment: 71/100;
  • Seat comfort: 69/100, "limited leg room" causing passengers to be unhappy. [more - original PR]