A female traveler looking at Mount Batur in Bali. JetBlue, Priceline and Hilton are the most loved travel brands, according to a new customer satisfaction report. (Shutterstock/-)
JetBlue, Priceline and Hilton are the most loved travel brands, according to a new customer satisfaction report.
Conducted by the American Customer Satisfaction Index (ACSI), the report revealed that air travellers are most likely to be happy with their experience if they fly JetBlue, which received an 82% approval rating.
Analysts attribute the carrier’s formula for success to its low-cost business model and cabin upgrades.
In fact, the airline category is topped by low-cost carriers JetBlue and Southwest, followed by Alaska Airlines.
While legacy brands American and Delta saw 6% and 7% gains in this year’s survey, respectively, they still trail behind in fourth and fifth place with mediocre scores, while embattled carrier United received the lowest grade of the major carriers at 70%.
Read also: World’s best country for travel announced
The survey was conducted over a 12-month period ending March 2017, before the infamous United Express flight 3411 in which a doctor was seen being dragged out of his seat on video.
At the bottom of the heap is Spirit, which received the lowest passenger score of 61% .
When it comes to hotels, Hilton’s guests are the most satisfied with their experience (81% ), followed by Hyatt and Marriott.
And in online travel websites, Expedia gained four percentage points to top the leader board at 80%, followed by sister site Orbitz and Travelocity.
Here are the top travel brands according to the ACSI:
3. Alaska Airlines
4. American and Delta (tie)
2. Hyatt and Marriott (tie)
5. Best Western
3. Priceline and Travelocity (tie)