Airline Customer Satisfaction Decreases With Rise in Company Mergers and Shrinking Seats (Christian Science Monitor)

According to the annual Airline Quality Rating (AQR) report released last week, the 14 largest U.S. airlines improved their on-time performance and lost less baggage. However, customer complaints rose 20% and involuntary denied boardings also increased. Experts say the negative trends in customer satisfaction are likely due to airlines forcing 150 seats in a 130-seat aircrafts to “squeeze out more revenue,” in addition to the increase in mergers in the airline industry (ie. American Airlines and US Airways, AirTran and Southwest).

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