The new American Customer Satisfaction Index also rated car rental companies and online travel agencies.
Not sure where to place your faith this busy travel season?The American Customer Satisfaction IndexTravel Study for 2024 has just been discharge , and it detail whichairlines , hotel , cable car rental company , and online travel agencies are leaving masses most quenched . The theme shows which companies outmatch anticipation , and which I have elbow room for improvement . These determination were found on interviews with 16,352 customer , choose at random and contact between April 2023 and March 2024 .
Overall , there is good news program to describe , as overall satisfaction has come back to pre - COVID numbers .
" Airline customer gratification has climbed to new high , attain scotch not seen even before the pandemic disrupt travel , " suppose Forrest Morgeson , associate professor of marketing at Michigan State University and director of inquiry emeritus at the ACSI . " mailman have bounced back strongly , point that innovations and servicing improvements follow out during the last two years have resonated with customer . "
izusek/iStock/Getty Images
Overall satisfaction report for multiple factors , include character , reliability , client servicing , and cleanliness . Here are the ratings for the top fellowship in each category .
Hotels
traveller ' overall satisfaction ratings for hotels grew by 3 % between 2023 and 2024 — after a 6 % growth period of time between 2022 and 2023 . The hotel interviewees stag Hilton the mellow , with Marriott come up in second piazza , after come out first in 2023 .
" Gains across the wedge customer experience reflect a return to normal surgery and improved staffing levels , as well as the adoption of technology advancement like contactless check - ins present during the pandemic , " the report stated .
Airlines
Flying did n’t initiate out with the most positive headlines in 2024 . There were numerousdisastersthat increasedpassengers ' fear of flying . But these incidents did n’t tighten customer satisfaction . In fact , airline client satisfaction has hit an all - time high , after another 1 % increase in satisfaction between 2023 and 2024 . Despite the fuselage blowout on the Alaska Airlines flight of stairs , the airline came out as the top - ranked consumer common carrier . Alaska was also the top - grade airline business in 2023 .
" diligence scores in general appear to have been buoyed by big increases in air hose staffing tier since their pandemic lows , " the reportstated . " This is contemplate in score improvements industrywide for staff - driven look of the client experience such as check - in and boarding , cabin cleanliness , and staff good manners . "
Car Rentals
Overall expiation increased with the railcar rental industry by 1 % from 2022 to 2023 , and then again from 2023 to 2024 . This year , the top troupe according to customers is National , followed by Alamo , Avis , and then Hertz .
expiation with staffing , handiness , and the choice - up and drop - off menses increased industry - wide .
Online Travel Agencies
Online travel agency also saw a bare diligence increase in user expiation , with an overall gain of 1 % , which is the 2nd class in a wrangle with client satisfaction increasing by 1 % . Booking.com butt on out ahead of Expedia this year , trading places for first and 2nd in the ranking .
you could catch the complete studyhere , which includes in - profoundness info on each company ’s lineament , reliability , comfort of use , and other important factor .
Looking for more travel tips?
Whether you necessitate helpsneaking weed onto a plane , finding an aerodrome where you cansign up for PreCheck without an assignment , or ready sure you ’re generate everything you ’re entitled towhen your flight of stairs is delete , we ’ve got you covered . Keep reading forup - to - date traveling hacksandall the travelling news you needto help you plan your next swelled escapade .
Courtesy of ACSI
Courtesy of the ACSI
Courtesy of the ACSI
Courtesy of ACSI
