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Customer Care In The Air

A new study shows airlines are doing a better job of taking care of the passengers they still have.

Passenger satisfaction with airline service rose more than 3 percent earlier this year, according to a new University of Michigan study. That's the first time in six years that airlines have seen their score rise.

The increase comes as the number of passengers drops and
airlines have reduced flying.

Southwest Airlines has the highest score. The biggest improvers
were US Airways, which has its largest hub in Charlotte, N.C., and
Continental Airlines. Both rose more than 9 percent. United Airlines was unchanged in last place.

Claes Fornell led the study. He says businesses that are losing money have a tough time providing good service.


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