Just when we thought it was a safe bet that the economy was improving and consumer demand getting stronger, customer satisfaction with the travel sector takes a hit. Not a single hotel chain improves in guest satisfaction, and Best Western tumbles 6 percent. Among airlines, JetBlue, Southwest, and United fall, but Delta, American, and US Air improve.

The Internet travel agency business is up a fraction and continues to get good ACSI scores, but travelers find booking flights and hotel rooms through airline and hotel websites preferable to booking via travel agent sites.

Airlines

Passenger satisfaction is unchanged this year at an ACSI score of 69. Even though air travel has improved some over the years, only subscription TV, Internet service, and social media sites have lower levels of customer satisfaction in ACSI. Uncomfortable seating and poor in-flight service contribute most to the low scores.

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