Earlier than the pandemic, customer satisfaction among the many travel industries tracked by the American Customer Satisfaction Index (ACSI®) was combined.
Airlines had been steadily trending upward in passenger satisfaction for 2 years running and hotels made slight positive factors yr over yr. However, internet travel services posted considerable satisfaction loss relative to 2019.
However, in keeping with the ACSI Special COVID-19 Travel Report 2020, only airlines have improved buyer satisfaction throughout the pandemic.
“Hotel visitor satisfaction takes a U-turn, with ACSI losses for almost every major chain,” stated David VanAmburg, Managing Director at the ACSI. “Online travel agencies dig themselves an even deeper gap as the trade reaches an all-time consumer satisfaction low.”
The new report examines satisfaction outcomes for airlines, hotels, internet travel services, and the debut scores for the car rental industry. Based on surveys conducted from April 1, 2020, to September 30, 2020, the new scores are compared to previously published 2020 outcomes for the 4 travel industries from surveys conducted between April 15, 2019, and March 20, 2020.
Southwest soars to the lead among airlines
Despite the dire financial situation for airlines this yr, passenger satisfaction with the industry is flying excessively, climbing 1.3% to a previously unmatched ACSI rating of 76 (out of 100).
Southwest soars to the top of the industry with a 1% acquire to 80. Delta places second for the first time since 2004, rising 3% to an organization record high of 79. Alaska Airlines comes in third place, stable at 78. Two airlines tie on the trade average of 76: JetBlue (down 3%) and United (up 1%).
The rest of the sector is under the industry average. The group of smaller carriers jumps 6% to 74, whereas American dips 1% to 73. Budget-minded Allegiant is next, falling 3% to 72.
The bottom of the industry remains the territory of two ultra-low-cost carriers, though each Frontier (up 3% to 68) and Spirit (up 3% to 67) publish individual report highs in 2020.
Hilton hangs on to the highest spot within the hard-hit hospitality trade
The hospitality industry has taken a beating throughout the pandemic, and it’s unsure when most customers will really feel more relaxed with staying in a hotel. Throughout this turbulent time, visitor satisfaction for the industry overall falls 2.6% to 74.
Hilton stays the industry satisfaction leader regardless of tumbling 4% to an ACSI rating of 79. Hyatt sits in second place, slipping 1% to 78. IHG (down 1%) and Marriott (down 4%) tie at 77.
Transferring in lockstep with the industry average, Greatest Western falls 3% to 74. Choice slides 1% to 72, tying with Wyndham, which stays unchanged. The group of smaller hotel chains slips 1% to 71, leaving G6 Hospitality alone at the bottom of the industry, down 2% to 64.
Amongst these hotels’ particular person manufacturers, based mostly on 2019-2020 knowledge Marriott’s AC Hotels takes the highest spot with an ACSI rating of 85. Selection’s Econo Lodge populates the underside of the chart with a rating of 62.
Enterprise debuts atop the automotive rental trade
The car rental industry debuts within the ACSI in 2020 with a rating of 76 (based mostly on surveys from January to March 2020). From April to September 2020, total customer satisfaction stays unchanged.
Enterprise holds the highest slot, unchanged at 79. Dollar improves dramatically throughout the outbreak, grabbing second place with a 5% acquire to 78. The two different Enterprise brands, Alamo and Nationwide, tie for third place, each down 1% to 76.
The namesake Hertz model is steady with an ACSI rating of 74, while Avis inches back 1% to 73. The group of smaller automotive rental firms is unmoved at 71, tying each Budget and Thrifty. For the Budget, customer satisfaction slides 3%, whereas Thrifty is up 3%.
Internet travel services slide to an all-time low score
From April to September 2020, user satisfaction with internet travel services plummets 5.2% to an all-time low ACSI score of 73.
All 5 major travel sites, along with the group of smaller sites, experience downturns in user satisfaction throughout the outbreak.
As of September 2020, Travelocity holds the lead for customer satisfaction despite dropping 3% to 77. Expedia is subsequent, slipping 1% to 76.
Orbitz and TripAdvisor both decrease by 4% to 75, adopted by Priceline, which slides 3% to 74. The group of smaller on-line travel agencies sits alone in final place after deteriorating 6% to a record-low ACSI rating of 72.
The ACSI Special COVID-19 Travel Report 2020 on airlines, hotels, car leases, and internet travel services is based on interviews with 4,642 clients from April 1, 2020, to September 30, 2020.
