Airlines Customer Satisfaction Is Down

ATLANTA (AP) -- Flying isn't as enjoyable as it used to be.

That's the message from a customer survey released today by the University of Michigan.

United Airlines ranked last among airlines in terms of customer satisfaction in the survey.

Delta was ranked next-to-last. American Airlines and Northwest Airlines were only slightly better.

Researchers said in their analysis that the same problems that have pulled airline passenger satisfaction down the past few years caused it to drop again.

Those include disenchanted employees, increasing fuel costs, bankruptcy, and now also record levels of lost, delayed, and damaged luggage.

U-A-L spokeswoman Robin Urbanski says the Elk Grove Village (Illinois)-based parent of United knows it needs to do a better job giving customers what they expect.


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