ACSI findings point to longstanding issues with United Airlines’ customer satisfaction

A recent study conducted by the American Customer Satisfaction Index found that despite an improvement in United Airlines’ customer satisfaction score from 2016, it remains the lowest-ranked legacy airline.

United has been plagued by negative publicity in recent weeks after a 69-year-old passenger was physically removed from an overbooked flight.

The study that was released before the incident took place shows that United Airlines has longstanding issues with its customer satisfaction. 

United’s competitors, American Airlines and Delta, both tied for the best legacy airline with 76 points. American Airlines is up 6% from last year and is at an all-time high. Meanwhile, Delta gained 7% to tie with American and achieve its highest score in over twenty years. 

The ACSI says that service quality is the difference maker especially as most airlines compete on price. 

MSB fully endorses ACSI’s belief that delivering service quality is the sure way to competitive advantage. With over 30 years’ experience of working with major airlines in the UK, USA, Middle East and Russia, MSB’s focus throughout has been to enhance service delivery in order to meet customers’ ever-increasing expectations and to provide a competitive edge for our clients. 

This year, MSB continues to work with several major international carriers in the design and delivery of tailored training programmes for airline personnel – both on the ground and inflight.

​To find out more about our experience in the Airlines sector click here.