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Friendly Skies Come Up Short on Satisfaction

The report card is in on the airline industry and though they are seen as doing a little better, even the much maligned Post Office does better.

Southwest Airlines Finds Five Planes In Its 737 Fleet In Need Of Repair
Scott Olson/Getty Images

The findings come from an annual survey of about 70,000 Americans and show that the airline industry ranks higher than only subscription TV and Internet service companies.

The American Customer Satisfaction Index, an independent benchmarking business developed at the University of Michigan, concluded that the industry improved 3% in 2013 to a rating of 69 on a 100-point scale. Not surprisingly, airline travelers were most turned off by crowded seating, extra passenger fees and poor customer service, according to the report.

Low-cost carriers JetBlue and Southwest airlines led the industry with scores of 83 and 81, respectively, while network airlines Delta, American, US Airways and United scored no better than 68, the survey found.

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