Southwest Airlines Drops in Satisfaction Survey Due to 737 MAX Fears

A recent survey saw Southwest Airlines drop two spots from the carrier’s previous No. 1 ranking for passenger satisfaction.

According to Reuters.com, the report from American Customer Satisfaction Index (ACSI) found that Southwest was ranked third out of 10 airlines in 2019 behind Alaska Airlines and JetBlue.

One of the most significant contributing factors to the drop were the two deadly crashes of Boeing 737 MAX planes, with Southwest using more of the impacted aircraft than any other carrier in the United States.

So far, Southwest lost more than $200 million in revenue after removing the 34 737 MAX planes from its schedule through August 5. Other carries impacted by the Boeing MAX grounding include American Airlines (fifth place) and United Airlines (seventh place).

Overall, passenger satisfaction was up 1.4 percent in 2019, with ACSI measuring passenger satisfaction scores based on the timeliness of arrival, baggage handling, loyalty program, cleanliness and in-flight entertainment.

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