Usually, businesses that offer poor customer service will also have a poor financial performance. Airlines, however, are an exception to this rule. In the USA there are only 3 industries that score lower on the American Customer Satisfaction Index (
ACSI) than the airline industry.
Customer satisfaction and financial performance
Researchers at the University of Nevada in Reno find there is no link between customer satisfaction and an airline's financial performance. Although carriers tout their customer satisfaction, their low score on the ACSI suggests that reality is quite different.
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Many travelers believe that the 4 big US airlines have conspired to increase fares on domestic flights. Southwest and American Airlines have agreed to settle nationwide class action litigation by passengers who believe the carriers did collude.
As usual, the settling defendants deny that they did anything wrong. They have asserted defenses to the claims, and have settled to avoid the burden and expense of litigation.
The US Transportation Security Administration (
A reader's 
About 1/3 of travelers are not very concerned about their security when they are online at airports or in planes. Some 9% confess they never thought about their online security, while almost 25% say they are not at all concerned about Wi-Fi security.
However, 48% of respondents admit they do have concerns that distress them somewhat. And 19% even say they are very concerned about potential breaches.
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