Airlines post rare improvement in customer survey

MINNEAPOLIS (AP) - A new study shows airlines are doing a better job of taking care of the passengers they still have.

By: Joshua Freed Associated Press Airlines Writer | WNCT-On Your Side
Published: May 19, 2009

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MINNEAPOLIS (AP) - A new study shows airlines are doing a better job of taking care of the passengers they still have.
Passenger satisfaction with airline service rose more than 3 percent earlier this year, according to a new University of Michigan study. That's the first time in six years that airlines have seen their score rise.
The increase comes as the number of passengers drops and airlines have reduced flying.
Southwest Airlines has the highest score. The biggest improvers were Continental Airlines and US Airways, which both rose more than 9 percent. United Airlines was unchanged in last place.
Claes Fornell led the study. He says businesses that are losing money have a tough time providing good service.

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