Business Intelligence

Something Special In The Air?

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Executive Summary

The airline industry has flown straight into a storm of problems. Cost-cutting, security concerns and economic uncertainty have clipped the wings of a once proud and respected industry that struggles every day to deliver customer satisfaction to millions of consumers. When an industry is ranked lower in customer satisfaction than the Internal Revenue Service, it's a sign that there's trouble brewing. That's where the airline industry finds itself, battling some bumpy turbulence following a May report from the University of Michigan. Consumers don't find the skies too friendly any longer, as the airline industry scored a paltry 63 on a scale of 100 on the American Customer Satisfaction Index (ACSI).

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