2009 North American Airline Satisfaction Study

Overall Satisfaction: This score is based on how passengers rate their overall satisfaction with the airline. Close Reservation Experience: This score is based on how passengers rate the variety of flight options, ease of making a reservation, ticket prices, availability of preferred seats, and friendliness of the reservation staff. Close Check-In Experience: This score is based on how passengers rate the speed of the check-in process and courtesy of the staff. Close Boarding/Deplaning/Baggage Experience: This is how passengers rate the time spent in boarding and exiting the aircraft, as well as time spent at baggage claim. Close