As the US travel industry experiences a surge in tourist numbers, the American Customer Satisfaction Index (ACSI) has released its latest findings, indicating improved satisfaction levels across various travel sectors. The ACSI Travel Study 2023-2024 highlights positive trends in customer satisfaction as the industry rebounds from the challenges of the pandemic years.
Based on interviews with over 16,000 customers conducted between April 2023 and March 2024, the study evaluates satisfaction levels in five key travel industries: airlines, car rentals, lodging, online travel agencies, and rideshare services. customers appear increasingly satisfied with their travel experiences as the industry adapts to post-pandemic conditions.
In the airline sector, customer satisfaction reached an all-time high of 77, reflecting a consecutive 1% year-on-year improvement. Alaska Airlines emerged as the top performer for the second consecutive year with a score of 82, followed by American Airlines, Allegiant Air, and Southwest among the top-ranked carriers.
Notably, low-cost carriers such as Allegiant, Frontier, and Spirit demonstrated significant gains in customer satisfaction, with Allegiant outperforming legacy carriers to secure a spot in the top three. Improvements were also noted in various customer experience benchmarks, including reservation ease, mobile app reliability, and boarding processes.
Despite recent challenges such as the Boeing 737 MAX 9 incident, Alaska Airlines maintained its position as a customer favorite, further solidifying its reputation with top-ranked frequent flier programs.