U.S. travelers are largely satisfied with major airlines, according to the latest American Customer Satisfaction Index (ACSI) Travel Study 2026 — though a few carriers stand out as notable exceptions.
The survey, which polled 14,910 U.S. travelers between April 2025 and March 2026, shows the airline industry posted a solid 3% increase in customer satisfaction, reaching an ACSI score of 76 (on a 0–100 scale).“The gains are encouraging, but they’re also fragile,” said Forrest Morgeson, associate professor of marketing at Michigan State University and director of research emeritus at the ACSI, in an email to USA TODAY. “Airlines have been benefiting from a more stable environment, but sustaining higher satisfaction will depend on whether they can keep delivering consistent service while managing costs and evolving customer expectations.”
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