What’s Behind American’s Falling Customer Satisfaction Scores?

American Airlines

American has made major investments in premium services, including on-demand dining for long-haul first class passengers. But the airline is concerned with at least one customer satisfaction metric. American Airlines

Skift Take: Many airline executives believe the most important driver of customer satisfaction is reliability. American Airlines hasn’t been pleased with its customer satisfaction scores, so it is trying to improve the basics of its operation. That’s probably the right move. But does it also need to improve its product or brand image?

— Brian Sumers

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