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Top airlines, hotels for customer satisfaction
The June 2011 American Customer Satisfaction Index has been released, placing Southwest Airlines in the coveted No. 1 spot yet again.
"Southwest is also the only major airline that remains profitable. Revenue is up for the airline, and although its ticket prices are increasing — and sometimes actually higher than competitors’ fares—there has not been any negative repercussions on customer satisfaction," an ACSI commentary on the report said.
Continental came in a distant 2nd.
As far as hotels go, Hilton topped the list, followed closely by Marriot, Starwood and Hyatt.
“Although guest satisfaction has benefited from lower rates and various perks, there has been no effect on customer loyalty and repeat business,” the commentary quoted Claes Fornell, founder of the ACSI, as saying. “Price-induced satisfaction tends to make people shop around for the best deal rather than promote loyalty.”
Here are the full rankings: