For a second straight year, Spirit Airlines appears to be aptly named as they rank dead last in a survey of airline passengers’ satisfaction.
The American Customer Satisfaction Index’s annual travel study found Spirit once again bringing up the rear as one of just two airlines ranking below 70% in the survey, earning a 67% approval rating.
Spirit did manage a 3% improvement, tying with Allegiant for the biggest leap forward, over the 64% they garnered in 2023’s poll.
Frontier sits just above Spirit as the only other airline below the 70% threshold at 69%. Both ranked below a grouping of smaller airlines listed as “All Others,” which earned a 73% approval rating.
Alaska Airlines led the pack with 82% - the only airline at or above 80% - followed by American at 79%.
Allegiant and Southwest sit tied for third with both garnering 78% approval, and all four sit above the average 77% approval, a new high watermark for the airline industry as a whole.
“Carriers have bounced back strongly, showing that innovations and service improvements implemented during the last two years have resonated with customers,” Forrest Morgeson, ACSI director of research emeritus and associate professor of marketing at Michigan State University, told the Atlanta Journal-Constitution.