5 Worst Airlines for Customer Satisfaction

ACSI rankings based on everything from in-flight services to seat comfort
By Jenn Gidman,  Newser Staff
Posted Apr 26, 2016 6:15 PM CDT
5 Worst Airlines for Customer Satisfaction
In this June 2015 photo, a Spirit Airlines plane approaches Chicago O'Hare International Airport in Chicago.   (Bill Montgomery/Houston Chronicle via AP)

Spirit Airlines may not be flying high after seeing the results of this year's American Customer Satisfaction Index travel report. Although the airline scored 15% higher than it did last year, it still came in dead last, with a score of 62 out of 100, per CNNMoney. The rankings are based on responses from about 7,000 airline, hotel, and travel industry customers, with satisfaction measured in a dozen categories, including staff interactions, in-flight services, and seat comfort, the Washington Post notes.

Spirit offers super-cheap prices thanks to its "bare fares"—meaning passengers pay a fee for nearly every option and service other than the seat itself—but "[it doesn't] spend the money on customer service," says ACSI's managing director. The two airlines that tied for first: JetBlue and Southwest, both cruising to the top of the list with scores of 80. The airlines that were in the bottom five (starting with the worst) and their corresponding scores out of 100:

  1. Spirit, 62
  2. Allegiant Air, 65
  3. Frontier Airlines, 66
  4. United Airlines, 68
  5. Delta Air Lines, 71
See where the other airlines rank here. (Read more airlines stories.)

We use cookies. By Clicking "OK" or any content on this site, you agree to allow cookies to be placed. Read more in our privacy policy.
Get the news faster.
Tap to install our app.
Install the Newser News app
in two easy steps:
1. Tap in your navigation bar.
2. Tap to Add to Home Screen.