The charts compare overall satisfaction with major US airlines between 1999 and 2007 and present data on passengers’ satisfaction with specific aspects of the flying experience. Overall, satisfaction levels rose steadily over the period, while dissatisfaction declined. Courtesy-related services also consistently received high ratings.
In terms of general satisfaction, the proportion of satisfied passengers increased from 65% in 1999 to 69% in 2000, before reaching 72% in 2007. Dissatisfaction moved in the opposite direction, falling from 32% to 29%, and then to 24% in the final year. This indicates a gradual improvement in public perception of airline performance.
Looking at individual service aspects, courtesy from flight attendants and check-in or gate agents remained high, rising slightly from around the high-80s to the low-90s. The price of tickets showed the most noticeable improvement, climbing from 45% in 1999 to 59% in 2007. Schedules stayed relatively stable at about 79%, while seat comfort, measured only in 2007 at 47%, was comparatively low.