• Skip to main content
  • Skip to secondary menu
  • Skip to footer

Travel Market

your source of travel inspiration

  • Travel Marketing
  • About
  • Make a Contribution
  • Contact

Airline Passenger Experience Improves During Pandemic, but Hotels Struggle to Satisfy Fewer Guests

December 16, 2020 By admin Leave a Comment

Before the pandemic, customer satisfaction among the travel industries tracked by the American Customer Satisfaction Index (ACSI®) was mixed.

Airlines had been gradually trending upward in passenger satisfaction for two years running and hotels made slight gains year over year. But internet travel services posted a substantial satisfaction loss relative to 2019.

However, according to the ACSI Special COVID-19 Travel Report 2020, only airlines have improved customer satisfaction during the pandemic.

“Hotel guest satisfaction takes a U-turn, with ACSI losses for nearly every major chain,” said David VanAmburg, Managing Director at the ACSI. “Online travel agencies dig themselves an even deeper hole as the industry reaches an all-time user satisfaction low.”

The new report examines satisfaction results for airlines, hotels, internet travel services, and the debut scores for the car rental industry. Based on surveys conducted from April 1, 2020, to September 30, 2020, the new scores are compared to previously published 2020 results for the four travel industries from surveys conducted between April 15, 2019, and March 20, 2020.

Southwest soars to the lead among airlines

Despite the dire financial situation for airlines this year, passenger satisfaction with the industry is flying high, climbing 1.3% to a previously unmatched ACSI score of 76 (out of 100).

Southwest soars to the top of the industry with a 1% gain to 80. Delta places second for the first time since 2004, rising 3% to a company record high of 79. Alaska Airlines comes in third place, stable at 78. Two airlines tie at the industry average of 76: JetBlue (down 3%) and United (up 1%).

The remainder of the field is below the industry average. The group of smaller carriers jumps 6% to 74, while American dips 1% to 73. Budget-minded Allegiant is next, falling 3% to 72.

The bottom of the industry remains the territory of two ultra-low-cost carriers, although both Frontier (up 3% to 68) and Spirit (up 3% to 67) post individual record highs in 2020.

Hilton hangs on to the top spot in the hard-hit hospitality industry

The hospitality industry has taken a beating during the pandemic, and it is uncertain when most consumers will feel more at ease with staying in a hotel. During this turbulent time, guest satisfaction for the industry overall falls 2.6% to 74.

Hilton remains the industry satisfaction leader despite tumbling 4% to an ACSI score of 79. Hyatt sits in second place, slipping 1% to 78. IHG (down 1%) and Marriott (down 4%) tie at 77.

Moving in lockstep with the industry average, Best Western falls 3% to 74. Choice slides 1% to 72, tying with Wyndham, which remains unchanged. The group of smaller hotel chains slips 1% to 71, leaving G6 Hospitality alone at the bottom of the industry, down 2% to 64.

Among these hotels’ individual brands, based on 2019-2020 data Marriott’s AC Hotels takes the top spot with an ACSI score of 85. Choice’s Econo Lodge populates the bottom of the chart with a score of 62.

Enterprise debuts atop the car rental industry

The car rental industry debuts in the ACSI in 2020 with a score of 76 (based on surveys from January to March 2020). From April to September 2020, overall customer satisfaction remains unchanged.

Enterprise holds the top slot, unchanged at 79. Dollar improves dramatically during the outbreak, grabbing second place with a 5% gain to 78. The two other Enterprise brands, Alamo and National, tie for third place, each down 1% to 76.

The namesake Hertz brand is steady with an ACSI score of 74, while Avis inches back 1% to 73. The group of smaller car rental companies is unmoved at 71, tying both Budget and Thrifty. For Budget, customer satisfaction slides 3%, while Thrifty is up 3%.

Internet travel services slide to an all-time low score

From April to September 2020, user satisfaction with internet travel services plummets 5.2% to an all-time low ACSI score of 73.

All five major travel sites, along with the group of smaller sites, experience downturns in user satisfaction during the outbreak.

As of September 2020, Travelocity holds the lead for customer satisfaction despite dropping 3% to 77. Expedia is next, slipping 1% to 76.

Orbitz and TripAdvisor both decrease 4% to 75, followed by Priceline, which slides 3% to 74. The group of smaller online travel agencies sits alone in last place after deteriorating 6% to a record-low ACSI score of 72.

The ACSI Special COVID-19 Travel Report 2020 on airlines, hotels, car rentals, and internet travel services is based on interviews with 4,642 customers from April 1, 2020, to September 30, 2020. Download the full report, and follow the ACSI on LinkedIn and Twitter at @theACSI.

No advertising or other promotional use can be made of the data and information in this release without the express prior written consent of ACSI LLC.

About the American Customer Satisfaction Index
The American Customer Satisfaction Index has been a national economic indicator for 25 years. It measures and analyzes customer satisfaction with more than 400 companies in 47 industries and 10 economic sectors, including various services of federal and local government agencies. Reported on a scale of 0 to 100, scores are based on data from interviews with roughly 500,000 customers annually. For more information, visit www.theacsi.org.

ACSI and its logo are Registered Marks of the University of Michigan, licensed worldwide exclusively to American Customer Satisfaction Index LLC with the right to sublicense.

Filed Under: Travel News

Reader Interactions

Leave a Reply Cancel reply

Your email address will not be published. Required fields are marked *

Footer

Recent Posts

  • Gaming-Themed Travel Destinations: A Guide for Gaming Enthusiasts
  • Attending a travel trade show as an app developer
  • Steady recovery of tourism in Thailand
  • Skymark Airlines Announces Intent to Acquire Boeing 737 MAX Airplanes
  • A delegation of tourism industry players from Rwanda is participating at the World Travel Market in London
  • Global hotel tech leader SiteMinder expands hotel commerce platform with acquisition of GuestJoy
  • Why Are Cruises So Popular?
  • VIKING MARKS FLOAT OUT OF NEWEST OCEAN SHIP
  • Denver Tourism Surges to 31M+ Visitors in 2021
  • A&K Travel Group Ltd. Acquires Crystal Serenity and Crystal Symphony

Travel Magazine

Where to buy the best bread in Paris
Egypt unearths trove of artifacts
La Sagrada Familia
Ad Deir, in the ancient Jordanian city of Petra
Madeira lets in tourists who can show Covid ‘vaccine passport’
The undisputed world destination for pastry arts: The École Nationale Supérieure de Pâtisserie expands
Expedia Invites Travelers to Rediscover the Magic of Cities Through Music, Starting with New York City
Champs-Élysées boulevard is about to become an urban garden
Tips for Photographing a Vacation with Your Smartphone
Attending a travel trade show can be an excellent opportunity for app developers to connect with potential clients

Media Partners

  • Travel Marketing
  • Virtual Travel Guide
The Odyssey of the Seas is one of the largest and most technologically advanced cruise ships in the world
TAG Airlines and GO7 Partner to Expand Central American and Mexican Travel Options
Some topic ideas that combine travel and gaming
From Waste to Wonder: Royal Caribbean Group’s Ocean-saving Revolution
The History and Significance of Ancient Rome Ruins and Archaeological Sites
The travel industry is on track to burgeon into a staggering $15.5 trillion juggernaut by 2033
Haifa’s Rise as a Premier Cruise Destination: A Seafarer’s Paradise
The upcoming Passenger Terminal Expo (PTE) is scheduled to take place in Amsterdam from March 14-16, 2023
A day program at Terme di Saturnia, Tuscany, Italy
Japan Airlines selects fuel-efficient 737-8 to support fleet renewal and reduce carbon emissions
Harbour House, Bristol
Gaming-Themed Road Trips: Combining Your Love of Gaming and Travel
Piles of lost bags in London, Paris and Toronto
Unique collection of classical statues is on display in Milan
Saint-Émilion, France
Exploring Provence’s Luberon Valley
Photo of the Day: Angers, France
Most beautiful castles of Britain
Auray, Brittany, France
Birdwatching, hiking and hearty campfire cuisine with ex-FARC guerrillas in Colombia

Copyright © 2015 TravelMarket.org

We use cookies on our website to give you the most relevant experience by remembering your preferences and repeat visits. By clicking “Accept”, you consent to the use of ALL the cookies.
Do not sell my personal information.
Cookie SettingsAccept
Manage consent

Privacy Overview

This website uses cookies to improve your experience while you navigate through the website. Out of these, the cookies that are categorized as necessary are stored on your browser as they are essential for the working of basic functionalities of the website. We also use third-party cookies that help us analyze and understand how you use this website. These cookies will be stored in your browser only with your consent. You also have the option to opt-out of these cookies. But opting out of some of these cookies may affect your browsing experience.
Necessary
Always Enabled
Necessary cookies are absolutely essential for the website to function properly. These cookies ensure basic functionalities and security features of the website, anonymously.
CookieDurationDescription
cookielawinfo-checkbox-analytics11 monthsThis cookie is set by GDPR Cookie Consent plugin. The cookie is used to store the user consent for the cookies in the category "Analytics".
cookielawinfo-checkbox-functional11 monthsThe cookie is set by GDPR cookie consent to record the user consent for the cookies in the category "Functional".
cookielawinfo-checkbox-necessary11 monthsThis cookie is set by GDPR Cookie Consent plugin. The cookies is used to store the user consent for the cookies in the category "Necessary".
cookielawinfo-checkbox-others11 monthsThis cookie is set by GDPR Cookie Consent plugin. The cookie is used to store the user consent for the cookies in the category "Other.
cookielawinfo-checkbox-performance11 monthsThis cookie is set by GDPR Cookie Consent plugin. The cookie is used to store the user consent for the cookies in the category "Performance".
viewed_cookie_policy11 monthsThe cookie is set by the GDPR Cookie Consent plugin and is used to store whether or not user has consented to the use of cookies. It does not store any personal data.
Functional
Functional cookies help to perform certain functionalities like sharing the content of the website on social media platforms, collect feedbacks, and other third-party features.
Performance
Performance cookies are used to understand and analyze the key performance indexes of the website which helps in delivering a better user experience for the visitors.
Analytics
Analytical cookies are used to understand how visitors interact with the website. These cookies help provide information on metrics the number of visitors, bounce rate, traffic source, etc.
Advertisement
Advertisement cookies are used to provide visitors with relevant ads and marketing campaigns. These cookies track visitors across websites and collect information to provide customized ads.
Others
Other uncategorized cookies are those that are being analyzed and have not been classified into a category as yet.
SAVE & ACCEPT