The 2025 ACSI Travel Study indicates a decline in customer satisfaction within the airline industry, with an average score dropping to 74. Frontier Airlines received the lowest score of 65, while American Airlines also faced significant declines. In contrast, Southwest Airlines experienced a 3% increase in satisfaction. Factors affecting satisfaction included mobile app performance, cleanliness, and crew courtesy. The study raises concerns over the economic climate impacting airlines, as many cut flights and fares in response to fluctuating demand.
The overall score for the airline industry dropped to 74 in 2025, with poor scores for Frontier and American leading the decline.
Southwest Airlines showed a top score increase of 3%, although warnings about softer economic conditions arise amid cuts in flights and fare declines.
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