The chart and table below show customer satisfaction levels in the US with airlines and aspects of air travel in 1999, 2000, and 2007.The chart gives information about the percentage of customer's satisfaction rates about the result of work by the nation's major airlines in the US. The table illustrates about the number of several factors of the flying experience caused satisfaction. All of data are covered in 1990, 2000 and 2007. Overall, it can be seen that customers satisfaction increased slightly over three-years period and Courtesy of flight attendants became bigger factor of air travel than courtesy of check-in/ gate agents over three-years period, but the different between both aspects did not significant.
In 1999 most of customers happy with airlines which was at 65 percent. After that, in 2000 and 2007 level of satisfaction people rose gradually at 69 percent and 72 percent respectively. Besides that, over three-years period customers who not enjoy with airlines was under 35 percent and it always decreased sharply by three and five percent in 2000 and 2007 particularly.
Courtesy of flight attendants became a greater factor of air travel than courtesy of check- in/ gate agents over three-years period and both of them always increased slightly until 92 percent and 88 percent in 2007 respectively. Besides that, comfort of seats did not became one factor satisfaction of customers in 1999 and 2000, but it became less factor in 2007 and it was under 50 percent.
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